Episode 028: Holacracy, Arizona Diamondbacks CEO Derrick Hall, and Fine Print Crack the Customer Code

Thanks to our sponsor, the Customer Experience Professionals Association! Please find more details about the CXPA for individual or corporate members.

Zappos innovates again with holacracy
Arizona Diamondbacks CEO Derrick Hall invigorates the baseball fan experience
Why we hate fine print!

Will Zappos win with non-traditional management?
Zappos is in the news once again for implementing a management concept called holacracy. This concept throws out the idea of managers as decision-makers. Decision making is distributed through self-organizing teams instead of a traditional pyramid hierarchy.
Adam wonders about how this will be handled from a human resources perspective. Jeannie raises lots and lots of questions about this idea, including how different generations might respond to this.
And finally…how will this affect the customer experience?
Discussion begins at 1:12.
Derrick Hall, President and CEO, Arizona Diamondbacks
Jeannie has a special interview with Derrick Hall, one of the most innovative and respected leaders in Major League Baseball. Derrick sat down with Jeannie at the CXPA Insight Exchange in San Diego in May, where he was one of the keynote speakers.
Jeannie asks Derrick about why all leaders have to fail, how to help employees push the envelope and take chances, and still meeting business needs.
Listen in to hear this unique opportunity to hear about innovation, talent management and the customer experience in one of the world’s most popular sports.
Huge thanks to Derrick for making time for us at the Insight Exchange! 
Discussion begins at 5:40.
Customer Hero, Customer Zero: Fine Print Is Never a Hero
Adam graciously says fine print is a necessity, but the way it’s used is the problem.
Jeannie says it’s misleading and hiding things from customers!
Hear about some of the times Jeannie & Adam have been frustrated by the tiny words! 
Discussion begins at 17:26.
People, Places, and Things of the Podcast:
Sponsor: CXPA– The Customer Experience Professionals Association (CXPA) is a global non-profit organization positioned to guide and enhance the growing field of customer experience management. CXPA brings together like-minded professionals focused on advancing the practice of customer experience management and creating career growth by establishing customer experience management as a recognized and admired professional discipline.
Individuals, their companies and other organizations are welcome to join and participate.
How to Sponsor
www.crackthecustomercode.com/sponsor  
Guest Speaker / People

Considered by many to be among the leaders of the game, D-backs President & CEO Derrick Hall has turned the organization into a model franchise within the sports industry and throughout the business world during his nine years at the helm of the club. Hall focuses the organization's efforts in five areas he has called the "Circle of Success" - fan experience, performance, community, culture and financial efficiency - each of which has seen tremendous growth during his tenure. Connect with Derrick on Twitter | Instagram
Fine Print Is Inevitable; Bait and Switch Is Not

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