Tuesday, November 9, 2010

Empowered, by Josh Bernoff and Ted Schadler

Guess what:   the interaction between a firm's employees and its clients matters!  

Being helpful is a good thing; being rude is bad for business.   The prevalence of Twitter, Facebook and the like make it easy for bad press about your crummy client service to become well known quickly.  

So the economic impact of lousy service is now so great you really do need to think about it.  

Oh, and there's an obligatory (albeit clumsy) acronym.   (Turn your head slightly away from your computer so that you don't get vomit on the keyboard.)   HEROes: highly empowered and resourceful operatives.

The full title is, "Empowered: Unleash Your Employees, Energize Your Customers, and Transform Your Business."

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