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Empowered Case Studies

Additional Examples

Chapter 1

Maytag

Heather Armstrong

Blogger spreads negative buzz after washing machine fails.
  • Brüno
  • New York Times
  • Occipital
  • REALIZE Gastric Band
  • Sen. George Allen
 

Best Buy

John Bernier, Best Buy

Electronics retailer gets employees doing service on Twitter.

Chapter 2

Black & Decker

Rob Sharpe

Toolmaker creates internal YouTube for sales training.
  • Electronic Arts
  • National Peace Corps Association
  • US Department of State
 

Thomson Reuters

Ross Inglis

Information supplier uses salesforce.com to connect with financial advisors.

Chapter 3

United Airlines

Dave Carrol

Musician uses YouTube to tweak airline for breaking his guitar.
  • Rentvillas.com
 

Ford

Scott Monty

Carmaker recruits fans to generate buzz for new model.

Chapter 4

Comcast

Frank Eliason

Cable operator delivers service through Twitter, social channels.
  • FICO
 

Intuit

Kira Wampler

Financial software company builds links between marketing and customer service.
 

Zappos.com

Zappos logo

Online retailer embraces service as a core value.

Chapter 5

E*TRADE

Paul Vienick

Broker keeps customers loyal with mobile trading application.
  • Bank of America
  • Benjamin Moore
  • Nationwide
  • Pizza Hut
  • The Weather Channel
  • UTI
  • Stanley
  • NIKEiD
  • Kraft Foods
  • Urban Spoon
 

Philadelphia Eagles

Leonard Bonacci

Football team uses text messaging to enhance stadium experience.
 

UPS

Jordan Colletta

Shipper extends service through mobile applications.

Chapter 6

Microsoft

Marty Collins

Software maker leverages community support in launch of new version.
  • AMC
  • Coca-Cola
  • Evian
  • Intuit
  • McNally Smith College of Music
  • NASCAR
  • Norton
  • Skittles
  • Sonic Foundry
  • Starbucks
  • Swarovski
 

NHL

Mike DiLorenzo

Hockey league embraces fan Tweetups.
 

Genzyme

Genzyme logo

Pharma company uses word-of-mouth for knee pain treatment.

Chapter 7

Best Buy

Gary Koelling

Retailer recreates employee sharing system on new platform.
  • Amazon.com
  • Best Buy
  • Unnamed construction company
  • Unnamed insurance company

Chapter 8

PTC

Robin Saitz

Software maker creates a community for its technical customers.

  
 

Sunbelt Rentals

John Stadick

Equipment rental company gets iPhone apps into the hands of salespeople.

Chapter 9

Intuit

Scott Cook

Financial software company embraces trying out new ideas quickly.
  • Best Buy
  • Dell
  • Vail Resorts

Chapter 10

Chubb

Scott Bidwell

Multinational insurer generates ideas through innovation event.
  • Cisco Systems
 

Deloitte Australia

Pete Williams

Services giant uses Yammer for internal collaboration.

Chapter 11

BBVA

Fernando Summers

Spanish bank collaborates on internal blogosphere.
  • Lockheed Martin
  • Sogeti
  • Sun Life
  • UBM
  • Unnamed pharmaceutical company
 

IBM

Gina Poole

Tech services company evangelizes system to share sales best practices.

Chapter 12

Kodak

Bruce Jones

Imaging company educates employees to redefine security.
  • Domino's Pizza
  • IBM
  • Intel
  • Sprint

Chapter 13

Aflac

Gerald Shields

Insurance CIO prods management to embrace social applications.
  • Kraft Foods
 

Best Buy

Ben Hedrington

Electronics retailer builds technology to let employees share Twitter application.

Chapter 14

Sun Life

Bill McCollam

Financial services company gets employees to embrace collaboration system.