Hug your Haters

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.

Starbucks serving support for same-sex marriages – Starbucks has never been shy about taking a stance on sensitive topics. Just a few months ago they initiated the Race Together campaign, where baristas write “Race Together” on cups in an effort to get a dialogue on race going. Starbucks has been very intentional in vocalizing their support of legalized same-sex marriage, which has led to websites like “” and countless others. It appears that many Christians have decided to unite and boycott the franchise as long as it remains opposed to Biblical marriage. I have to admit I love how CEO Howard Schultz reacted to these groups at their annual shareholder meeting in Seattle, Washington:

“Not every decision is an economic decision. Despite the fact that you recite statistics that are narrow in time, we did provide a 38% shareholder return over the last year. I don’t know how many things you invest in, but I would suspect not many things, companies, products, investments have returned 38% over the last 12 months. Having said that, it is not an economic decision to me. The lens in which we are making that decision is through the lens of our people. We employ over 200,000 people in this company, and we want to embrace diversity – of all kinds. If you feel, respectfully, that you can get a higher return than the 38% you got last year, it’s a free country. You can sell your shares in Starbucks and buy shares in another company. Thank you very much.”

When is it right? When do they go too far? What do you want from big corporations as far as where their social responsibilities start and stop? We like when they are charitable and give back, but we don’t like when they share their religious perspectives or support of politicians. I want you to tell me if you think well-known brands and CEO’s should be using their public platforms to be activists toward social issues. Share your comment here.

Hug your Haters – Hug Your Haters is the forthcoming new book from New York Times best-selling author and digital business expert, Jay Baer. Featuring exclusive new research into the Science Of Hate, Hug Your Haters provides a compelling (and often hilarious) rationale for why mobile and social technologies have forced a Customer service revolution. The book includes “The Hatrix,” a step-by-step guide for complaint resolution on Facebook, Twitter, email, discussion boards, review sites and beyond, as well as a “Quick Reference Guide” that underscores Hug Your Haters highlights, and key research findings.

Jay Baer keynote speaker at the 2015 Secret Service Summit – We are so excited to announce that the 2015 Secret Service Summit audience will be one of the first to hear Jay Baer’s new presentation called Hug your Haters. Jay Baer is a renowned business strategist, keynote speaker and the New York Times best-selling author of four books. He travels the world helping business people get and keep more Customers. Jay has advised with more than 700 companies since 1994, including Caterpillar, Nike, Allstate, and 31 of the FORTUNE 500. His Convince & Convert Media division owns the world’s #1 content marketing blog, multiple podcasts, and many other education resources for business owners and executives. The DiJulius Group is so excited to share that Jay Baer is keynoting at the Secret Service Summit September 29th & 30th in Cleveland, Ohio.

About The Author

John DiJulius

John R. DiJulius is a best-selling author, consultant, keynote speaker and President of The DiJulius Group, the leading Customer experience consulting firm in the nation. He blogs on Customer experience trends and best practices.