What is World Class?

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In our work with our clients, we espouse the idea of becoming a world-class organization. Why shouldn’t we? We’re World Class Benchmarking. Our job is to connect our clients to best-in-business ideas that create excellence. Still, the concept of becoming world-class to our clients is sometimes daunting. After all, in size, scope and notoriety, few are close … Read more

Anticipatory Service

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Just what is Anticipatory Service? Consider the following: Just before the holidays, I had a business trip planned, flying from my home in Orlando to Portland, Maine, and then driving to Augusta, Maine. I thought I would take advantage of seeing my daughter in New York City over the weekend before heading further North. What I … Read more

Connecting The Chain Reaction of Excellence

World Class Benchmarking's Chain Reaction of Excellence.

Our thought leadership about how to make organizations successful has led to the following model: Moving from right to left, let’s look at the links that connect these boxes together. Our thesis is that highly satisfied customers–not satisfied customers–are what really create growth and long term success. Let’s look at an example of this in … Read more

The Potbelly Promise

Every restaurant has a potbelly stove in it, symbolizing warmth, dependability, family and fun. Photo by J. Jeff Kober.

In our work, we talk about 6 P’s: Promise–It’s our commitment to the customer. Based on that commitment, we deliver on that promise through the following four delivering systems: People–Employees working 1:1 on the front line to support the customer experience. Place–The location where your products and services are offered–physically or virtually. Process–Policies, procedures and guidelines … Read more

Customer Service: The Buck Stops Here

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President Truman, on more than one occasion, would refer to the concept that “The Buck Stops Here”. Indeed, he saw a sign for such on the desk of another federal official in Missouri. Truman liked it so much he asked if such a sign could be made for him. When he received it, he placed it … Read more

Reward & Recognition at the Walt Disney World Resort

The name tag emphasizes the idea that the individual has worked to help dream, create, and inspire others.

In consulting with organizations, we often highlight the importance of reward and recognition to the culture. Disney has been doing this for many years in a variety of ways. Here’s a snapshot at where various programs that impact those who work at the Walt Disney World Company. Disney Legends This is the highest honorary acclaim given to outstanding individuals … Read more

World-Class Onboarding Activities

JetBlue's training facilities in Orlando, Florida. Photo by J. Jeff Kober.

In a previous article, we spoke about why onboarding should matter to your organization. In a secondary article, we looked at what components makes onboarding world-class. Here we look at over a dozen great companies and what they do to make onboarding succeed on a variety of onboarding issues: Forms Management. The State of Minnesota and Northrop … Read more

World-Class Onboarding

World Class Onboarding

What does World-Class Onboarding look like? In our previous article, we spoke about why onboarding matters. World-Class organizations are redefining traditional onboarding approaches that have long been staples in many organizations. Let’s look at some of those approaches: Forms Management: Traditionally, the labor behind filling out forms is often what comes to mind when employees think … Read more

Why Onboarding Matters

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Why does onboarding matter? According to research from the Aberdeen group, 90% of employees make the decision to stay at a firm within six months of joining an organization. It’s critical to make those first months succeed, particularly if organizations have made a serious investment in selecting the best-fit employees. Indeed, some 76% of organizations … Read more

Working Across the Table in the Senate

Vice President Joe Biden appearing on MSNBC's Morning Joe.

Last week during the Democrat National Convention, Vice President Joe Biden appeared on Morning Joe to discuss his decision not to run as a candidate, and other issues surrounding the 2016 election. But what caught my attention was not a dialogue about politics, but about working together. Here is that conversation by the host, Joe … Read more