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HBSP (USA)
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Empoderados
Bernoff, Josh; Schadler, TedArticle HBS-R1007HLeadership and People ManagementDespués de su guitarra se rompió en un vuelo de United Air Lines y la aerolínea rechazó su reclamación por daños, músico Dave Carroll hizo el vídeo de YouTube "United Breaks Guitars", que más de 8 millones de personas han visto. Carroll está lejos de ser el único que tiene los medios de comunicación social empleado para fustigar una empresa de mal servicio al cliente. Por ejemplo, un popular blogger le aconsejó millones o más seguidores en Twitte...Starting at €8.20
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Helping HEROes Innovate: How Your Company Can Surface Ideas and Encourage Employee-Driven Innovation
Bernoff, Josh; Schadler, TedBook Chapter HBS-7037BC-EInnovation in a business powered by employee HEROes-Highly Empowered and Resourceful Operatives-is about speed, collaboration, and systems for capturing the best ideas. In this chapter, authors Josh Bernoff-coauthor of "Groundswell"-and Ted Schadler explain how these three elements enable employee HEROes to find the others who can help them get things started quickly. Speed, collaboration, and idea-capturing systems contribute to both minor, "sus...Starting at €8.20
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Becoming HERO-Powered: Are You Ready to Allow Your Employees to Turn Social Technologies into Customer-Focused Innovation Machines
Bernoff, Josh; Schadler, TedBook Chapter HBS-7050BC-EThe concept of employee-driven innovation doesn't come up every day, and it doesn't affect every employee. But when it does come up, it can make a dramatic difference in how it feels to work at your company, because innovation-and the excitement that surrounds it-is in the air. So how can you tell if your company is on its way from being ordinary to becoming HERO-powered? In this chapter, authors Josh Bernoff-coauthor of "Groundswell"-and Ted Sch...Starting at €8.20
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Employee HEROes and Their Projects: How to Assess the Value of Your Employees' Technology-Based Innovations
Bernoff, Josh; Schadler, TedBook Chapter HBS-7024BC-EThanks to mobile devices, viral videos, cloud computing, and social technologies, customers are more empowered than ever before. Your company, with its established processes and departmental boundaries, is not nimble enough to serve these customers-but your employees are. Your business needs "highly empowered and resourceful operatives"-HEROes-who use the same technologies your customers are using to forge richer and better relationships with the...Starting at €8.20
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Peer Influence Analysis: Using Social Technologies to Identify Your Business's Most Influential Customers
Bernoff, Josh; Schadler, TedBook Chapter HBS-7025BC-EWithin social networks, consumers create 256 billion impressions on one another every year-just by talking about products and services. What are you doing to make these impressions work for you? What are you doing to stop them from working against you? You need to think about individuals as potential sources of marketing influence, both positive and negative. In this chapter, authors Josh Bernoff-coauthor of "Groundswell"-and Ted Schadler lay out...Starting at €8.20
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Delivering Groundswell Customer Service: Using Social Technologies to Harness the Marketing Power of Your Frontline Employees
Bernoff, Josh; Schadler, TedBook Chapter HBS-7026BC-EBecause customers talk, customer service is marketing. Even one negative customer experience, broadcast on Twitter, retweeted, commented on, and forwarded to countless other customers or potential customers, can destroy your company's reputation. According to authors Josh Bernoff-coauthor of "Groundswell"-and Ted Schadler, this means employees must treat each customer as a potential influencer, reaching out though channels like Twitter, Facebook,...Starting at €8.20
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Empowering Customers with Mobile Applications: How To Boost Your Company's Image Using Social Technologies
Bernoff, Josh; Schadler, TedBook Chapter HBS-7033BC-EIncreasingly, your customers are turning to their mobile devices to find information about your company's products and services-and they expect you to be there to help them. You have a choice to make: You can align yourself with these customers, empowering them with mobile offers, mobile information, and mobile customer service, or you can let them find whatever happens to come their way via the Internet. Mobile web users-the "mass mavens" who sp...Starting at €8.20
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Is Your Company Ready for HEROes: Creating a Culture That Fosters Employee-Driven Innovation Using Social Technologies
Bernoff, Josh; Schadler, TedBook Chapter HBS-7035BC-EBuilding a company powered by employee HEROes-Highly Empowered and Resourceful Operatives-is hard. Empowered workers are not enough; they can succeed only in a culture that encourages them and allows them the technical resources they need. In this chapter, authors Josh Bernoff-coauthor of "Groundswell"-and Ted Schadler suggest two questions that can help you determine whether your company's workers demonstrate the qualities that enable HEROes to ...Starting at €8.20
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Do-It-Yourself Technology Fuels the HERO Compact: How Employees, Management, and IT Can Collaborate on Technology-Based Innovations
Bernoff, Josh; Schadler, TedBook Chapter HBS-7042BC-EIn a business powered by HEROes-Highly Empowered and Resourceful Operatives- employees are a continuous force for innovation in service of customers. But it takes three groups working together to make this customer-focused innovation possible and safe: IT, management, and the HEROes themselves. HEROes must understand what customers need, but live within your company's rules. Managers must make customer-focused innovation a priority. And your comp...Starting at €8.20
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Helping HEROes Collaborate: Fostering Employee-Driven Innovation with Information-Sharing Technology
Bernoff, Josh; Schadler, TedBook Chapter HBS-7043BC-EIn a company that systematically encourages employee HEROes-Highly Empowered and Resourceful Operatives-collaboration is essential; HEROes need to work together. People use information-sharing software and social collaboration systems to find other people or key information, and each leads to the other. In this chapter, authors Josh Bernoff-coauthor of "Groundswell"-and Ted Schadler examine these two key sides of collaboration: people and informa...Starting at €8.20