It's the new normal. Now all of your employees are Twittering away and friending clients on Facebook. Not to mention customers--who feel obligated to update your Wikipedia entry with product complaints.In this new world, dealing with empowered employees and customers --Insurgents -- is only going to get more challenging. Employees are using this technology in the workplace and customers are using it in the marketplace, and neither obey the rules you set up.This chaos is you...

is your company empowered for success?You know it’s happening within your organization. Your people—using low-cost, accessible technology—are connecting with customers and building innovative new solutions. But who are these creative problem solvers? How can you lead them? How can you be one?We call them HEROes: highly empowered and resourceful operatives. Your company needs them because, in the age of twitter, iPhones, Facebook, YouTube, and an ever-evolving torrent of web ...

Mobile has reprogrammed your customers’ brains.Your customers now turn to their smartphones for everything. What’s tomorrow’s weather? Is the flight on time? Where’s the nearest store, and is this product cheaper there? Whatever the question, the answer is on the phone. This Pavlovian response is the mobile mind shift — the expectation that I can get what I want, anytime, in my immediate context.Your new battleground for customers is this mobile moment — the instant in whic...