The HERO Index: Finding Empowered Employees
Empowered Employees Solve Customer Problems: Find Them And Help Them
June 18, 2010
Why Read This Report
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.
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Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.
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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
- Start By Finding The HEROes In Your Own Organization
- Supplemental Material
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