Empowered in the Harvard Business Review
This article is a great introduction to the ideas in Empowered. It talks about how empowered customers place demands on companies, and how it takes empowered employees -- highly empowered and resourceful operatives, or HEROes -- to fight back. It's a nice introduction to the HERO Compact between HEROes, IT, and Management, as well.
What's new here is that for the first time, we're telling the stories of some of these HEROes, like Mark Betka at the U.S. State Department, the Twelpforce team at Best Buy, and the incredible Rob Sharpe, who transformed sales training at Black & Decker with his own internal YouTube.
We were really fortunate in that not only did HBR publish the article, they have also made it available for free to everyone who wants to read it at HBR.org for the next month or so. (Their content is nearly all behind a password and available to subscribers only, but they made an exception for this article.)
So do this for me. Read it, and let me know what you think -- comment over there, here, or on Twitter. I'm looking forward to the feedback.