The Empowered Consumer and the HERO

The book "Groundswell" was about social technologies empowering consumers, but Josh Bernoff's and Ted Schadler's new book "Empowered" discusses how empowered customers place demands on companies, and how it takes empowered employees to fight back. The book refers to those empowered using the acronym HERO, for highly empowered and resourceful operatives.
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