Empowered

摘要

Although the title of this book is Empowered, it is really about the growth, care and nurturing of HEROes (highly empowered and resourceful operatives). That care and growth must be done through empowerment: "To succeed with empowered customers, you must empower your employees to solve customer problems" (p. 7). Given the advanced technology available for customers to broadcast their experiences, it is imperative that companies create and manage ways to improve their business in response to customer empowerment (read: Twitter, Facebook, etc). There are three parts to Empowered, each containing one or more chapters (as numbered below).