Empower Your Employees and Customers

Published: Jan 24, 2019
Modified: Mar 19, 2019

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Your job as a manager is no longer to simply run things. Your job is to support and empower people in your organization to develop solutions that can serve customers at every turn.

In this webcast, top Forrester executive Josh Bernoff explains the importance of empowering your employees to solve customer problems using the same social media tools that customers are using to sound their attack.

Bernoff has named these empowered employees HEROes: Highly Empowered and Resourceful Operatives. This webcast explores:

  • How innovative companies and leaders have enacted HERO-based programs 
  • The Effort-Value Evaluation, which helps managers and HEROes assess whether a project is worth pursuing 
  • The four-step IDEA process for turning customer service into a marketing tool
  • Strategies and systems for managing HEROes, supporting their innovation, helping them collaborate, and keeping them safe