Empowered

Josh Bernoff and Ted Schadler

Josh and Ted focus on HEROes (Highly Empowered and Resourceful Operatives).
HEROes could be employee who utilize social network such as Twitter and facebook to make innovation happen from customer point of view.
You can’t afford to neglect huge impact of social network today. Here is an example. Dave Carroll got his guitar broken during his flight. Because response of United Airlines was so poor, he made song “United Breaks Guitars” and uploaded to YouTube that got more than 7 million accesses.
By keeping eyes on social media to find complaints/requests of customers and respond them quickly, you can get happy customers who will spread word of mouth worldwide.
Let employee use social network at work and empower them.
JP(http://d.hatena.ne.jp/fbrev/20110407)