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Lead With Your Customer: Transform Culture and Brand Into World-Class Excellence Hardcover – June 1, 2010

by Mark David Jones (Author), J. Jeff Kober (Author)

5 customer reviews

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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 ExcellenceTM 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. Section I: Establishing the Foundation for Excellence Ch. 1: Your Customer Really Is the Key Ch. 2: Leading with Your External and Internal Customers Ch. 3: Achieving Proven Leadership Excellence Ch. 4: Using the World Class Excellence Model to Transform Your Business Section II: Leading the Culture (Chapters 5-10) Section III: Leading the Brand (Chapters 11-16) Section IV: Ensuring Alignment & Integrity Ch. 17: How Service Netting Gets Results Ch. 18: Service Recovery that Really Works Ch. 19: Tips for Leading Implementation Ch. 20: Leading Forward to World-Class Excellence

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About the Author

J. Jeff Kober, CEO of World-Class Benchmarking has more than 25 years experience in the world of performance improvement for both the public and private sector. His experience covers a broad range of work, including as a consultant for the Disney Institute, responsible for building Disney s customer service and creativity programs. Mark David Jones is the COO of World-Class Benchmarking. An acclaimed speaker, trainer, consultant, and organizational transformation expert, Mark has held a variety of leadership roles during his 26 year Disney career. As the senior consultant for the Disney Institute, Mark led Leadership, Creativity & Innovation, and Quality Service initiatives. Both authors reside in the Orlando, Florida area.

Hardcover: 256 pages
Publisher: ASTD Press; 1 edition (June 1, 2010)
Language: English
ISBN-10: 1562867156
ISBN-13: 978-1562867157
Product Dimensions: 6.4 x 0.7 x 9.5 inches
Shipping Weight: 1.1 pounds (View shipping rates and policies)
Average Customer Review: 5 customer reviews
Amazon Best Sellers Rank: #1,195,125 in Books (See Top 100 in Books)
- #1310 in Books > Business & Money > Marketing & Sales > Customer Service
- #15025 in Books > Business & Money > Processes & Infrastructure

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michael vatty

Five Stars

January 16, 2018

Format: HardcoverVerified Purchase

Good price good book

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A comprehensive approach to business excellence

April 1, 2011

Format: Hardcover

Many business leaders view their corporate culture and their brand image as two separate entities. To achieve "world-class excellence," executives should treat these as two sides of the same coin. Former Walt Disney Company executives Mark David Jones and J. Jeff Kober outline their "World-Class Excellence Model," which encompasses service concepts any organization can use to deliver exceptional customer service and engender employee loyalty. The authors offer case studies from successful companies, including Disney and Apple. These ideas aren't novel, but getAbstract finds that the book demonstrates how to apply them to your firm.

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F. Marsh

What effective leaders should know

May 17, 2010

Format: Hardcover

This book should be on the must "read and use" list of both new and experienced managers and leaders. I wish this book had been available when I started my own business. It would also have been an extremely effective tool as my business grew. I encourage anyone in business or thinking about starting a business to absorb the contents of this book.

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F. Stoneback

Leading to following

May 26, 2010

Format: Hardcover

A good volume on the changing business climate. Marketers and Merchants have to be customer focused. Mark in person radiates good will and positive energy. The book follows to type.

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John C. Muth

Five Stars

July 9, 2014

Format: Hardcover

Excellent content. A must read for any business.

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