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June 18, 2010 (updated June 24, 2010) The HERO Index: Finding Empowered Employees Empowered Employees Solve Customer Problems: Find Them And Help Them by Ted Schadler, Josh Bernoff with Matthew Brown, Anjali Yakkundi	Average: 9  (6 ratings)

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Executive Summary

Groundswell technologies — social, mobile, video, and cloud — put tremendous power in the hands of customers. Only empowered employees can respond at the speed of empowered customers — and they're often information workers outside of IT. We call these innovative information workers HEROes — highly empowered and resourceful operatives. The HERO Index is a new tool we have developed to measure just how empowered and resourceful your own employees are. Our data reveals that some industries (like technology products and services) and job descriptions (like marketing and nonretail sales) harbor more HEROes than others. Your new job is to find the HEROes in your organization and to encourage and support their innovative applications.

TABLE OF CONTENTS

• It Takes An Empowered Workforce To Serve Empowered Customers
• Your Organization Needs HEROes
• The HERO Index: Which Industries Nurture HEROes Best?
• Which Departments Do HEROes Come From?
• Which Groundswell Technologies Are HEROes Using?
• Finding HEROes Is The First Step Toward Becoming A HERO-Powered Business

RECOMMENDATIONS

• Start By Finding The HEROes In Your Own Organization
• Supplemental Material
• Related Research Documents

This is an excerpt

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