The Science of Creating Value at Rackspace

The Science of Offering Value at Rackspace

Rackspace Hosting is one of those great companies. It’s like the little engine that could. Its fanatical service drives them not just to be the best server hosting company ever, it’s working to be better than other world-class organizations such as Nordstrom, Disney or Ritz-Carlton. As a result, they are the number one hosting provider on … Read more

Flattening the Organization

Flattening the organization is not a new idea. There are many advantages for flattening an organization. Doing so helps to improve communications throughout, enhance flexibility in decision making, and better engage employees on the front line. The challenge is that most organizations “Hard Wire” that in place by creating a new organizational structure where a … Read more

Lessons For Chevrolet

A new article in Time Magazine talks about Chevrolet’s efforts to improve its brand by bringing their sales teams to The Disney Institute to learn how to improve customer service. But is it working? The article mentions two major problems: 1. Frustrated Chevrolet sales personnel being compelled to go to Disney to learn customer service at Disney from The … Read more

2015 Harris Poll: Reputation of America’s Greatest Companies

This February, Harris Poll has come out with its 2015 Reputation Quotient. It provides a scorecard of the reputations of the most visible companies in the U.S. as perceived by the general public, as well as by opinion elites–something that is new to the annual Harris Poll. It’s based on the following dimensions: Vision & … Read more

Measurement on the Run

Measurement on the Run

Sometimes we think of analyzing our guests as being laborious and complicated. In catching a flight out of Orlando some months ago, we came across this monitor and keypad, asking “How was your experience waiting for your flight today?” Attached was a console with four buttons. It was fairly simple to rate your experience. No … Read more

Celebrating Guest Service at Disney

One of the best benchmarks for great customer service are the Disney theme parks. This year Disneyland celebrates its Diamond Jubilee. In commemorating this 60th birthday, J. Jeff Kober is posting 60 ideas for improving customer service in your own organization. You can find the first article here. It focuses on providing Guest Service, not just customer service. … Read more

New Book: Disney’s Hollywood Studios: From Show Biz to Your Biz

This newest book by J. Jeff Kober celebrates Disney’s Hollywood Studios, and the stories, tales, and lessons behind it! Our organization is about benchmarking best-in-business greats. But Hollywood? That’s the core of J. Jeff Kober’s newest book, Disney’s Hollywood Studios: From Show Biz to Your Biz, published by Theme Park Press. If you love Disney, if … Read more