We’ve combined our extensive experience, thought leadership, and hundreds of best-in-business examples to create a comprehensive resource for achieving organizational excellence. Written by Mark David Jones and J. Jeff Kober, with a forward by Lee Cockrell, former Executive vice President of Walt Disney World, you’ll find great solutions for building solid brands, [...]
For nearly 30 years Jeff has delivered development and training solutions for the private and public sector. He has facilitated hundreds of programs and delivered keynote addresses to scores of clients as diverse as General Electric, the U.S. Department of Education, Federal Express and the City of New York. Topics have ranged from leadership to performance accountability, from customer service/loyalty to team building.
Earlier Jeff’s consultant activities were associated with The Disney Institute, a best-practices institution modeled on America’s first corporate university. While there, Jeff was responsible for designing The Disney Approach to Quality Service and Service, Disney Style programs. The models, concepts, and examples of that program were later introduced to corporate America in Be Our Guest, a popular benchmarking title published by The Disney Institute, with a forward by Michael Eisner. During that time Jeff played a key role in developing other programs at The Disney Institute to include Disney’s Approach to Customer Loyalty, Disney’s Approach to Customer Service for the Healthcare Industry and Disney’s Approach to Creativity and Innovation. He continues to be the foremost leader of best-in-business practices in the Walt Disney Company, publishing online as a columnist for USA Today, and authoring The Wonderful World of Customer Service at Disney. His unique insights can also be found in Lessons From Epcot and the Disney At Work series, which is available for the iPad and iPhone. Jeff is now CEO of World Class Benchmarking, which provides a programming series that benchmarks many of America’s greatest corporations. World Class Benchmarking through its consulting operations provides those same insights to private, public and non-profit organizations large and small, such as Starwood Hotels & Resorts Worldwide (Sheraton, Westin, & St. Regis) where they launched a massive customer/brand service initiative for over 125,000 associates globally.
Along with Mark David Jones, Jeff has co-authored, Lead With Your Customer: Transform Culture and Brand into World-Class Excellence (ASTD Press) showcasing what world-class organizations do to attain and sustain extraordinary results. This book is also available in Chinese, underscoring Jeff and Mark’s role in bringing these ideas and concepts to a global audience, as well as here at home in the United States.
Jeff can be contacted at jkober@worldclassbenchmarking.com