Your one-stop shop for world-class results
The most admired organizations in the world have the same basic resources that you haveoffices, 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 Modelthe 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,
|Publisher:||Association for Talent Development|
|Edition description:||Second Edition|
|Product dimensions:||6.04(w) x 8.89(h) x 0.57(d)|
About the Author
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 awardDisney’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.
Table of Contents
ForewordAcknowledgmentsIntroduction Part I: Establishing the Foundation for Excellence Chapter 1 Your Customer Really Is the Key Chapter 2 Leading with Your External and Internal Customers Chapter 3 Achieving Proven Leadership Excellence Chapter 4 Using the World Class Excellence Model to Transform Your Business Part II: Leading the Culture Chapter 5 Proclaiming the Promise of Your Culture Chapter 6 Engaging Employees for Service Excellence Chapter 7 Optimizing Your Workplace for Team Results Chapter 8 Harnessing the Power of Processes Chapter 9 Providing Products That Motivate Your Employees Chapter 10 Understanding the Real Price of Passion Part III: Leading the Brand Chapter 11 Communicating the Promise of Your Brand Chapter 12 Turning Your Front Line into Your Bottom Line Chapter 13 Creating a Workplace That Strengthens Customer Service Chapter 14 Making an Impact through Processes Chapter 15 Delivering Products and Services They Really Want Chapter 16 Creating Loyalty and Profits with the Right Price Part IV: Ensuring Alignment and Integrity Chapter 17 How Service “Netting” Gets Results Chapter 18 Service Recovery That Really Works Chapter 19 Tips for Leading Implementation Chapter 20 Leading Forward to World-Class Excellence