From what I can figure out, Bernoff and Schadler (2010) mainly examines the topic of how to empower customer-facing operational staff to respond more effectively to empowered customers in the contemporary digital sociam media environment. I depict their ideas in the following diagram based on my reading of their article:
Their rationale can be interpreted as a form of variety engineering in Management Cybernetics. You need to refer to their article to learn the full line of reasoning of their article theme.
Reference
Bernoff, J. and Schadler, T. (2010) "Empowered"
Harvard Business Review July-August, pp. 94-101.
No comments:
Post a Comment