"HERO's, those "Highly Empowered Resourceful Operatives" that are often the leading sources of innovation and problem solving in dealing with key Customer Experience aspects of our organizations today, need enough flexibility to actively engage customers and other influencers,in order to create Empowered Customers and Evangelists of our products and services.
However, traditionally, IT departments and Management, have wanted to keep all technology "locked down" for a variety of reasons such as "security" and "brand stewardship". Yet, in today's transparent online world, our HEROs need to be able to use Groundswell technologies and practices to be able to reachout to the exact people that can serve as our "Brand Evangelists"...the communication with these people needs to be genuine, not always high polished, canned, robo generated engagement.
Therefore, the authors, have developed the "HEROs Compact"; a set of understandings that the HERO, their managers and the IT departments can agree to, thereby creating a more open, "Empowered" environment for which our firms can operate.
Also, the authors provide a free, online tool to evaluate projects that HEROs uncover, called an "Effort Value Analysis" which helps score projects to help managers come to go/no-go decisions much quicker...
Bernoff and Schadler hit on a topic that is very relevant in organizations today...Use this book for Learning and Development for sure. "
No comments:
Post a Comment