HOT READS FOR THE PRACTITIONER
Title: Does Your Company Allow for Heroes?
Competencies: customer service, sales and marketing
Who benefits: primarily senior managers and executives, secondarily anyone interested in delivering excellent customer service
Consultant Usage: important for executive coaches and trainers who are involved with a client’s customer service or sales and marketing
What’s it about? I have been involved lately with extensive volunteer activities. I have come across a lot of Heroes out there. This book is about Heroes in there.
“In there†refers to people in organizations who are creative problem-solvers who deliver excellence in customer service on behalf of the organization. But to have these high performers, the organization must first create HEROs: Highly Empowered and Resourceful Operatives.
Empowered: Unleash Your Employees, Energize Your Customers, and Transform Your Business is a book about the business necessity of merging traditional customer service, social networking and IT to create a powerful, positive force that engages the strengths of employees and enhances the overall sales and marketing effort of the organization.
It isn’t as if some employees aren’t already tweeting about the organization. According to the book “one in three of your information workers already use easily accessible technologies that your company does not sanction.â€
Empowered is all about customer service/sales and marketing merging with Twitter, iPhones, Facebook, YouTube, etc.
The book provides a scorecard, suggestions for IT support, and case studies including Best Buy’s 2,500 tweeters and an innovative CEO of a construction rental company who armed his sales staff with 600 (free) IPhones.
I recommend this new book because it is somewhere between current and cutting edge practices and a must read for senior management if they want their organizations to thrive.
Catch you later.
[tags]customer service, sales, marketing, sales and marketing, social networking, tweets, tweeting, tweeters, iphones, facebook, youtube, envisia, envisia learning, bill bradley, william bradley, bradley[/tags]
Bill Bradley
Bill Bradley (mostly) retired after 35 years in organizational consulting, training and management development. During those years he worked internally with seven organizations and trained and consulted externally with more than 90 large and small businesses, government agencies, hospitals and schools.
