Lead with Your Customer: Transform Culture and Brand into World-Class Excellence

  • 3h 32m
  • J. Jeff Kober, Mark David Jones
  • Association for Talent Development
  • 2010

What do successful organizations do that makes them consistently successful? It is simple and yet, rare: they understand their customer’s needs and expectations, and then, exceed them. With years of experience and research developed while working with Fortune 500 companies, authors Mark David Jones and J. Jeff Kober have created the World Class Excellence Model. Supported by the many years of experience the authors earned while leaders at Disney, this model builds on the core principles of values and vision, and reveals the 6-Ps primary delivery methods of world-class excellence that allows you to transform your organization’s culture and brand. This proven model serves as a guiding beacon for leaders, aligning the work to bottom-line results, long-term success, and a world-class reputation. Presented in an engaging and straight forward style with many interesting case studies, this new leadership and customer service offering is a dynamite read.

About the Authors

Mark David Jones is Chief Operating Officer of World Class Benchmarking. During the past two decades, he has been a consultant to dozens of Fortune 500 companies around the world. As an author and highly demanded speaker, he is known for his innovative, results-focused passion.

Mark’s career at the Walt Disney Company spanned 26 years, working in a wide variety of leadership roles throughout Operations, Guest Relations, and Human Resources—spearheading executive development and organizational change efforts. While serving as the Senior Consultant for the Disney Institute, Mark was in charge of leadership, creativity and innovation, and quality service initiatives. In recognition of his contribution to the Disney organization, Mark was nominated for the prestigious Partners in Excellence award—Disney’s highest regarded corporate award.

J. Jeff Kober is Chief Executive Officer of World Class Benchmarking. For over 25 years, Jeff has provided training and development solutions for work-places around the world. Beyond his many keynotes and seminars, he has worked as a consultant with scores of organizations in the private and public sector to improve the work of employees and leaders alike.

A former leader of the Disney Institute, Jeff collaborated across the entire Walt Disney World organization in establishing customer service and creativity programming. Since then he has become an online columnist on Disney benchmarking practices and creator of the “Disney at Work” app tour series for the iPhone. He is the author of The Wonderful World of Customer Service at Disney and is considered the foremost thought leader on best-in-business practices in the Walt Disney Company.

In this Book

  • Lead with Your Customer—Transform Culture and Brand into World-Class Excellence
  • Foreword
  • Preface
  • Your Customer Really Is the Key
  • Leading with Your External and Internal Customers
  • Achieving Proven Leadership Excellence
  • Using the World Class Excellence Model to Transform Your Business
  • Proclaiming the Promise of Your Culture
  • Engaging Employees for Service Excellence
  • Optimizing Your Workplace for Team Results
  • Harnessing the Power of Processes
  • Providing Products That Motivate Your Employees
  • Understanding the Real Price of Passion
  • Communicating the Promise of Your Brand
  • Turning Your Front Line into Your Bottom Line
  • Creating a Workplace That Strengthens Customer Service
  • Making an Impact through Processes
  • Delivering Products and Services They Really Want
  • Creating Loyalty and Profits with the Right Price
  • How Service “Netting” Gets Results
  • Service Recovery That Really Works
  • Tips for Leading Implementation
  • Leading Forward to World-Class Excellence
  • References