John DiJulius | Customer Experience Blog


Hug your Haters; Starbucks serving same-sex marriages support; Jay Baer keynoting
June 9, 2015, 12:20 pm
Filed under: Customer Service
Don’t copy Zappos’ ‘no-boss workplace’ just yet – The on-line retailer adopted a management philosophy called Holacracy, which is basically a boss-free company. Zappos has zero managers to oversee employees (who are supposed to decide largely for themselves) how they get their work done. Earlier this month, Zappos said about 14%, or 210, of its roughly 1,500 employees had decided Holacracy wasn’t for them, and they will leave the retailer. Employees say the new system has been confusing and time-consuming. Beyond initial snags, some employees wonder how they will win pay raises and advance their careers with no management track. Research shows that the value of flat organizations is mixed, though highly motivated workers who thrive on creativity generally are best suited for going bossless. The results at Zappos will be watched closely because the company has long embraced employee independence even while striving to meet exacting Customer-service standards. 

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