Lead With Your Customer: Transform Culture and Brand Into World-Class Excellence, 2nd Edition
- 4h 8m
- J. Jeff Kober, Mark David Jones
- Association for Talent Development
- 2019
Your one-stop shop for world-class results
The most admired organizations in the world have the same basic resources that you have—offices, computers, pencils, pens, phones, Internet, people. The primary difference is the way they use those resources. How do successful organizations consistently succeed? We witness their extraordinary results, but the secrets often remain hidden.
In Lead With Your Customer, authors Mark David Jones and J. Jeff Kober offer the key success tools all world-class organizations have in common and explain how your organization can adopt them. To understand their customer-first approach, they offer the World Class Excellence Model—the result of decades of success as leaders at the Walt Disney Company and years of experience and research working with over two dozen Fortune 500 companies. The authors explain how "world class" status can be attained by many organizations, and isn't the domain of only the most expensive, luxurious, or popular brands.
Jones and Kober guide you by detailing benchmark practices and illustrating how they are followed by all best-in-class organizations by viewing each person inside and around the organization as your "customer" —internally, as you engage your employees and build your organization's culture, and externally, as you engage your customers and build your brand. For this second edition, the authors present updated examples from organizations including IKEA, Harley-Davidson, Southwest Airlines, Ritz-Carlton, MD Anderson Cancer Center, and, of course, Walt Disney.
About the Authors
Mark David Jones is currently the 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 speaker, he is known for his innovative, results-focused passion. Mark's career at the Walt Disney Company spanned 26 years and included a wide variety of leadership roles. 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.
Mark has also written hundreds of published articles and was a contributing author to The ASTD Leadership Handbook, billed as “a who's who of leadership experts.” Mark David Jones lives in Orlando, FL.
J. Jeff Kober is chief executive officer of World Class Benchmarking. For over 25 years, Jeff has provided training and development solutions for workplaces 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 books The Wonderful World of Customer Service at Disney, Disney's Hollywood Studios: From Show Biz to Your Biz, and Disney, Leadership & You and is considered the foremost thought leader on best-in-business practices in the Walt Disney Company. J. Jeff Kober lives in Kissimmee, FL.
In this Book
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Your Customer Really Is the Key
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Achieving Proven Leadership Excellence
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Understanding Your Customer's Compass
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Defining Your Vision and Values
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Why Should Employees Work for You?
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The Keystone of Organizational Excellence: Employee Engagement
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Optimizing Your Workplace Physically and Virtually
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Making It Easier for Employees to Do Business With You
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Providing Compensation and Benefits That Matter to Employees
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The Tangible and Intangible Costs Employees Pay
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The Customer Experience
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The Front Line as the Bottom Line
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Creating a Great Place to Do Business
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Making It Easier for Customers to Do Business With You
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Delivering Products and Services Customers Really Want
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The Tangible and Intangible Costs to Customers
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How Anticipatory Service "Netting" Gets Results
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Service Recovery That Really Works
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Leading World-Class Excellence
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Leading Forward to World Class Excellence
