Empowered – The New Power of Customers

Thanks to social networks such as Facebook, Twitter, etc., customers have achieved an unprecedented position of power. With their opinions and comments, they can catapult companies to the pinnacle of sales or put them on the hit list. The two market researchers Josh Bernoff and Ted Schadler therefore advise companies to become active themselves when it comes to social media. What needs to be done above all: Network-savvy employees - boldly referred to as "HEROs" (for Highly Empowered and Resourceful Operatives) - must be specifically promoted.The first half of the book describes what HEROs do. The second half is about how to create a HERO company. The authors demonstrate an unshakeable belief in the joy of communicating with satisfied customers and the usefulness of social networks - without questioning them in the slightest. On the positive side, however, the book is written in an easy-to-understand way and is equipped with impressive case studies.getAbstract recommends it to managers, marketing and IT specialists and all resourceful employees who enjoy customer service.getAbstract rating: 8Feasibility: 8   Degree of innovation: 9Style: 7

Publisher: HanserYear of publication: 2011Pages: 268ISBN: 9783446426986