Customer Advocacy in Government

It’s difficult for most bureaucratic structures in government to think of serving constituents as customers, much less giving customer advocacy serious consideration. Customer advocacy is the effort to build support and momentum for the products and services you provide them. This should be important to government. If for only selfish reasons, it should be critical … Read more

What is World Class?

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

World-Class Onboarding Activities

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

Employee Career Centers

We’re continuing an earlier conversation about career development. A common career development practice is to create a physical place for one-stop career support. Often developed in the context of a library-like setting, these centers provide key people who can offer support in helping employees find the resources they need. Companies such as Advanced Micro Devices, IBM, and … Read more

Why Invest In A Career Services Strategy

The window on the streets of Disneyland captures the sentiment perfectly: “You can design and create, and build the most wonderful place in the world. But it takes people to make the dream a reality.” –Walt Disney Employees matter. No one should argue that. They make a difference to every aspect of an organization’s success–the most … 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

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

The New 2nd Edition of The Wonderful World of Customer Service at Disney

I’m very excited to announce the 2nd Edition of The Wonderful World of Customer Service at Disney. When the first edition of The Wonderful World of Customer Service at Disney came out, my rationale for writing the book came from the fact that I didn’t feel anyone was really telling people what customer service was … Read more