In two years of research with people in marketing, sales, and other customer-facing parts of companies, here's what I've seen: it takes guts, caginess, political skills, and energy to launch something new. The people who do this are amazing people.
Like Boyd Beasley at Electronic Arts, who built a system so people could contact technical support from within the games his company creates.
Like Barry Paperno from FICO, who figured out how to get people involved in a community around, of all things, credit scores -- solving a regulatory problem and increasing sales at the same time.
Like John Bernier, who made it possible for Best Buy employees to solve customer problem through the Twitter tag #twelpforce.
In researching our new book, we've met a bunch of these folks and realized they are the future. They make change possible. They are Highly Empowered and Resourceful Operatives: HEROes.
Their creativity and perseverance make their success possible. We can all learn from them. And that is why we are making HEROes a central concept in our new book.
And it's not just employee HEROes we are profiling. It's also customer HEROes. Highly empowered and resourceful operatives in the marketplace are the customers who challenge your company. It's our basic premise that it takes an employee HERO to build systems that can deal effectively with customer HEROes.
This idea was so compelling, we've made it our new title.
GROUNDSWELL HEROES: Harnessing the Power Shift in Your Workplace and Marketplace
The content is still the same, but HEROes are the focus. We've interviewed a bunch of them. We'll be sharing their stories with you.
We'd love to hear your story, too.
Photo: Randy Son Of Robert