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Empowered - Unleash your employees, energize your customers, and transform your business

posted Oct 20, 2010, 2:36 PM by Francois Tricot   [ updated Feb 21, 2011, 3:08 PM ]
This article / book, submitted to me by Charles-Eric Descotes. I enlarged the sharing to "people at Ceva who have the link" is a good opportunity to highlight why I moved to Google Apps and how it can be used to create value for the company. I'm happy to empower employees who create solutions on top of this platform in order to answer business needs.

"Empowered" book is all about employees using digital collaboration tools, social networks, to solve client issues or to sell company products benefits. And sometimes without even being asked for.

After my post on online brand reputation management, this article shows us that when employees master Internet technologies, they can bring innovation in sales or support services and strengthen the company brand doing so.
It is not an easy path, but I would encourage you to do so every day.

With platforms such as Google Sites and Google Forms, it would be really easy to anyone in the company to create a collaboration tool with his/her customers. Collecting data, service requests, questions, sharing F.A.Q., knowledge, statistics has never been so easy.

You know it’s happening within our organization. Our people, armed collaboration technology, are connecting with customers and building innovative new solutions. 

They are Highly Empowered and Resourceful Operatives - HEROes. Our company needs them because in the age of Twitter, iPhones, Facebook, YouTube, and an ever-evolving torrent of Web information, our customers now come to the table armed with more data and access than ever before. 

In Empowered, Forrester’s Josh Bernoff and Ted Schadler explain how to transform our company by unleashing the mighty force of these HEROes. Like John Bernier and Ben Hedrington at Best Buy, who built an army of 2,500 tweeting employees to reach out to customers online. Or Ross Inglis, who tapped into Internet computing resources to open an entirely new customer channel for Thomson Reuters. Or John Stadick, who equipped 600 sales staff with iPhones and boosted profits at his construction rental company. 

I can quote several initiatives in Ceva which illustrate well this book central concept. Web sites that have been built on Google Sites to communicate marketing material and more to Internet resellers of our products. iPhone application leasure cat stress to promote Feliway. Twitter pages or facebook pages intended to market our products to end users.

HEROes are already everywhere in the company. I wish them good luck and give them my best support for them to succeed.
tag:trends, tag:management, tag:collaboration