Forrester's Bernoff and Schadler Provide Prescriptions for Empowered Employees

Portals and KM

The new book, Empowered, by Forrester’s Josh Bernoff and Ted Schadler , provides a path for companies to response to the newly empowered customers who operate in the Web 2.0 The sub title is: “unleash your employees, energize your customers, and transform your business.” That is the proper sequence although your employees need to first listen to their customers as an initial step. The book introduces the term HEROs or highly empowered, resourceful employees.

MeasuredUp Enables Company to Customer Conversations

Portals and KM

While it is a customer-service driven social networking site, it also helps companies make things right when consumers feel wronged. Marc has introduced the possibility of conversation between customer and company. The focus is more on customer service than product reviews.

Custom 130

Enterprise 2.0, Where Art Thou?


Design, Change Management, Social Network Analysis , Wirearchy , and, specially, Employee Engagement , which I realise won’t be a new subject per se, since I have blogged about it for a good while already, but I still feel there is a lot more to share across and talk about.

2015 263

What’s Your Purpose?


Competitors driving your agenda : ‘ My competitors are all going through this Digital Transformation programme already. Seriously, if the products you are trying to sell your customers are wonderful and meet their needs, you don’t need to worry about the competition.

Building a Solid Library of Use Cases


Remember, it’s not about empowering your employees and fellow colleagues , but about enabling them effectively to think AND do different. Which one would I pick myself from the 70 of them I’m currently using with customers? to your competitors, as well.

2016 201

IBM’s Client Experience Jam Is Now History


Yes, I know, this time around, and contrary to other Jams in the past, IBM conducted this one for IBM employees only. Now, that is employee engagement, when you not only embark on a massive online exercise of active learning, but at the same time of active doing.

2013 274

Working Out Loud with Google Plus – Part Deux


Collaboration Communities elsua Employee Engagement Enterprise2.0

2014 257

Why Don’t You Show Your Work?


spirit would be through the sharing of their own work , openly and available to everyone who might be interested in the topic(s), so that different conversations around work items would come along with potential customers, business partners, and, why not?, competitors as well.

2016 169

The Future of Collaboration Lies in Human Resources AND Management’s Hands


And while that takes place there is an even greater pressure out there that’s going to help accelerate that shift: your customers. With the emergence of social networking tools the good old concept of the firewall is becoming thinner and more porous than ever, because more and more customers are demanding (and rightly so!) Remember, only 13% of your total employee workforce is actively engaged at work. Collaboration Communities Employee Engagement Enterprise2.0

2014 215

Twelve best practices for online customer communities | Enterprise Web 2.0 |

John Tropea - Delicious Community

trends in business this year has been the advent of the Web-based customer community, where groups of like-minded individuals focus around a brand or a set of product and services come together and interact online. Best Practices for Online Customer Communities 1.

From Adaptation into Engagement by Luis Suarez


At least, that’s what I keep telling myself about how important it is to build a narrative you would feel rather comfortable with when interacting with other people, whether your peers, your customers, your business partners, even your competitors. So when looking into a business purpose or problem to tackle with the emergence of Social Business employee disengagement is just as good for them as for everyone else. Collaboration Communities Employee Engagement Enterprise2.0

2014 180

Trusting People in This Social Age Is a Tough Job!


Yes, I still strongly believe that emerging social technologies are incredibly powerful to help knowledge Web workers foster, build and nurture their own social capital skills to improve their trust levels wth their peers, their customers and business partners, and, why not?,

2016 151

Data Breaches – It’s Not Just Hackers

Michael Sampson - Currents

Here’s some: An employee who accesses personal data records on customers or patients that are outside his or her task domain, or otherwise beyond what they need to access for their job. An organisation that should know better didn’t scrub the metadata on its published research, legal advice and reports, thereby disclosing details of employee names when its policy is to not disclose employee names.

2018 98

How to Save the World

How to Save the World

is aninformationprofessional with Omni Consultants, a big global consultancy that isnow focused (as are its competitors) on personal productivityimprovement, facilitation, cultural anthropology, and design andcommunication skills development services for their clients. She has anMIS degree and is one of the highest paid of Omnis employees, eventhough she provides few services directly to Omnis clients.

2008 39

Social Business – *The* Ecosystem


To become better at what we do, to deliver better products, to provide better customer service, to keep up with that rampant innovation that never stops. Eventually, to serve better our customers. Thus why do I keep insisting that our, and your, competitors, should be part of the mix?

2012 242

How to Save the World

How to Save the World

is aninformationprofessional with Omni Consultants, a big global consultancy that isnow focused (as are its competitors) on personal productivityimprovement, facilitation, cultural anthropology, and design andcommunication skills development services for their clients. She has anMIS degree and is one of the highest paid of Omnis employees, eventhough she provides few services directly to Omnis clients.

2008 35

Change Leadership Challenge 2: Compelling Business Case

Partnering Resources

Too often, leaders introduce the rationale for their change efforts in murky terms like, “It will help improve our bottom line” and then expect employees to jump to action. And if the company can’t keep growing its customer base, we won’t be able to keep our doors open.

2014 243

Becoming a Strategic HR Professional

Partnering Resources

In other words, cut long-term employees whose salaries have increased, but who are no longer innovating (while the root causes of lack of innovation go unexamined). What would make our customers fire our competitors and give 100% of their business to us?

2013 252

"Collaboration" vs "Social Media" = "Internal Collaboration" vs "External Engagement"

Michael Sampson - Currents

Generally, Social Media is aimed externally, outside the walls of your business, (customers, vendors, competitors) and Collaboration is aimed internally, inside the walls of your business, (employees). Getting new customers, and keeping current clients will increase profits, just as enhancing productivity and improving internal business processes will increase profits. Social media" is about engaging with people outside the organization - particularly customers.

“How New Tools and Processes Can Help People and Their Organizations Succeed”

Michael Sampson - Currents

What they need to care about is closing sales deals, providing better customer support, making better products, innovating and staying ahead of their competitors. The typical employee is not glued to their desk all day staring at a screen filled with tweets and other social media posts — they are busy going about their day trying their best to do their jobs.

2013 117

Information Protection: The What

Michael Sampson - Currents

In an organisational context, disclosing financial planning documents or explanations of the forthcoming business strategy moves to a competitor can result in a weakened market position, reduced market valuation, and in the worst case, outright business failure.

2018 116

Google+ Hints at a Social Media Marketing Revolution

Alchemy of Change

If you haven’t yet tried it yet, Google+ (pronounced “Google Plus”) is a worthy competitor to Facebook and Twitter. In other words, circling back people on Google+ helps page owners do the single most important thing in marketing: listen to customers. .

Google 264

Reinventing Relationships with Social Business


Well, basically, because I wanted to wait and see what digital customer service was going to be like. Not even thinking about engaging through digital channels to keep their customers happy.

Curing Business Ecosystems Blindness

Partnering Resources

Start by listing supply chain partners such as vendors, distributors, manufacturers, and customers. Who must succeed in order for customers to use the company’s products and services? Imagine what would happen if a company suddenly lost its ability to pay employees!

2012 202

Troubles at Virgin America

Michael Sampson - Currents

More recently, Bloomberg News reported that after large net losses in the second quarter of 2012, the airline would be cutting back flights and asking employees to take voluntary work leave in early 2013. “I’m And because Virgin America offers a premium product (leather seats, power outlets, fleetwide wi-fi, live TV), its flights often aren’t as cheap as those of competitors like Southwest and Alaska Airlines — and low price is overwhelmingly important to leisure travelers.

10 Reasons NOT to Ban Social Media In Organisations – The Meme


Employees will goof off. Employees can’t be trusted. Employees will goof off: Of course! If not, don’t blame the employees; you may need to look into the HR hiring process altogether from scratch … 7. You don’t trust your employees?

2010 236

Is Management a Bunch of Social Media Lurkers?

Portals and KM

The study found that fifty-one percent of executives surveyed said they fear social media could be detrimental to employee productivity, while 49 percent assert that using social media could damage company reputation. The top reason is to read what customer might be saying about the company (52%). Next was to monitor a competitor’s use of social media (47%). For example, what about engaging in conversation with employees, customers, and the market in general.

Social Media at Work


Essentially, every single employee has now become the corporate brand , whether brands like it or not.

Our Panel for Social Media Week: Closing the Gap Between Theory and Practice in Relationship Management San Francisco

Online Community Strategy

Going beyond (while still embracing) customer relations, it is increasingly necessary that enterprises of every scale do more to improve social relationships with employees, suppliers, contractors, utilities, financial markets, stockholders, competitors, government, educators, and non-governmental organizatons. Until we are comfortable with our socialized business relations, we can’t expect our customers to more fully engage with us. .

Enterprise: List of 40 Social Media Staff Guidelines

Laurel Papworth- Social Network Strategy

This list also includes policies called; Staff blogging policies, enterprise social network guidelines, Employee Blogging Policies, Staff engagement in online communities, and so on. I shouldn’t have been surprised - victim number one was the entire Customer Service department.

Social Task Management – When Social Business Got Down to Work – #e2conf Highlights


Social networking with a clearer than ever business purpose: that is, empower employees to become smarter at what they already do at work, with perhaps a lot less effort involved altogether! That goal of delighting our customers with unique exceptional user experiences.

2012 213

organizational responsiveness

Taming the spaces

Individual employees comprise organizations, and the aggregation of individual actions contributes ultimately to organizational performance. Organizational social responsiveness encourages employees’ collaboration and knowledge creation.

2010 153

Social Business Forum 2011 – On Collaboration by Luis Suarez – Part Deux


“ From an enterprise perspective, the social software and the change in the behavior of employees is not only a question of efficiency or cost reduction, it’s a matter of survival&# : And that matter of survival is driven mainly by customers and business partners, even competitors!,

2011 182

Social Media Strategy & Monitoring Research

Online Community Report

The three most commonly reported policies that respondents said were important for staff participation in social media were: Follow All Existing Employee Guidelines (23). 34% (20) belong to an organization that has less than 50 employees.

Business Can’t Succeed in a World That’s Failing


Remember that myth of employee engagement ?

2012 241

Social Business, Where Do You Stand?


It’s a step forward towards a radical change in both management, leadership and transparency, as well as trust and engagement, from all sides of the equation, both the businesses and the employee workforce itself.

2012 247

The Great Unbundling and Collapse of Local Newspapers

Alchemy of Change

If you detect a certain callousness in my tone, it is in no way directed at any of the tens of thousands of hardworking employees of local newspapers who lost their jobs in this wrenching industry collapse. At its peak, CarPoint was serving some seven million customers every month.

2011 246

Benefits Of Enterprise Social Networks Align With CEO Priorities | Yammer Blog

John Tropea - Delicious Social Network KM

Customer Success. Customer Blog Posts. Customer Success Stories. Spotlight on a Customer. If you aren’t growing, innovative competitors start to give you a run for your money, and eventually squeeze you out. Customer Blog Posts. Spotlight on a Customer.

Value of a Community Manager

John Tropea - Delicious Community

If you need the example of a more common role-interaction pattern: think of a support call from initial contact to completion after a solution or resolution has been reached and the customer is verified as satisfied.

2006 38

My KM World 2010 and Enterprise Search Summit 2010 Notes: James Robertson on Intranets in 2015

Portals and KM

He started with the first of two scenarios, a new employee, first day at work. There are product chats about the company’s various offerings, as well as competitors. The new employee is off to her first business meeting and has some downtime at the airport. She looks at the intranet and finds all the company’s products and many real time details around them: sales, customer satisfaction, etc.

2010 153

Masterclass: The cultures of collaboration - Inside Knowledge

John Tropea - Delicious Community

How do employees attend to this sending and receiving in ways that are useful to the organisation? Are employees in your organisation aware of and using this distinction to best participate in relevant networks? Are key employees being rewarded so they dont want to leave?

From Social Insights to Social Business Innovation: MIT Enterprise Forum

Portals and KM

  Social is making the Global Village possible, it is truly flattening the world, and thus is impacting not only business disciplines such as marketing, sales and customer service but the very core of business itself. Microsoft was one of the first firms to allow employees to blog on a mass scale. They still have it as their Microsoft Community Blogs section on their site with a directory to find weblogs about Microsoft technologies written by Microsoft employees.

2011 130

Cultural Isomorphism

How to Save the World

So what’s on offer to customers is mostly “differences” of superficial style, appearance and brand, rather than differences of substance. (My New Yorker cover by Charles E Martin from September 11, 1971.

2018 46