The Ultimate Starter Guide to Employee Empowerment

Employee Empowerment the Smart Way

This morning we released CTS Service Solutions’ Ultimate Starter Guide to Employee Empowerment. This guide walks those new to the idea of strategically and consciously attempting to increase employee empowerment in their organizations through many of the basic ideas surrounding empowerment as well as nine tips for empowering employees effectively.

The Ultimate Starter Guide to Employee Empowerment

One of the concepts discussed in the guide is the idea we share at CTS Service Solutions called Smart Empowerment. Smart Empowerment was created as a reality check to some of the more airy and fantastical concepts of empowerment floating around — the short form answer that empowerment is always good and more of it is always better.

Empowerment is a tool — an incredibly powerful and very underutilized tool — but a tool nonetheless. Like any tool, it is useful for the right purposes under the right circumstances.

Smart empowerment is about viewing employee empowerment through the lens of risk and reward, as well as operability and scalability.

  • Whenever you grant greater authority and responsibility to more people, you increase the chances that those powers will be used in a way that is detrimental to the organization. Purposely evaluating these risks is fundamental to evaluating empowerment the right way.
  • Ensuring that empowerment initiatives work well in current operational conditions and are scalable across similar job functions is essential. Organizations must make sure that all of the pieces are in place to ensure that employees can succeed with their newfound authority and responsibility.

When you transcend the platitudes and inspirational messages, employee empowerment in the real world can be a challenging and complicated process. In the end, however, it is almost always a worthwhile one. Smart empowerment helps ensure that empowerment is successful for organization, employee and customer.

To dive deeper into Smart Empowerment and other aspects of this topic, make sure to check out our Ultimate Starter Guide to Employee Empowerment.


By Adam Toporek. Adam Toporek is an internationally recognized customer service expert, keynote speaker, and workshop leader. He is the author of Be Your Customer's Hero: Real-World Tips & Techniques for the Service Front Lines (2015), as well as the founder of the popular Customers That Stick® blog and co-host of the Crack the Customer Code podcast.

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