Josh Bernoff and Ted Schadler
HERO-power your enterprises
Who is a HERO? Not Shahrukh, Aamir, Salman, or Hrithik, but a ‘highly empowered and resourceful operative,' as Josh Bernoff and Ted Schadler explain the acronym in Empowered (Harvard). They observe that to succeed with empowered customers, you must empower your employees to solve customer problems.