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Lead With Your Customers

This chapter introduces the World Class Excellence Model to demonstrate the relationships between the various crucial components that bridge the corporate culture and the organizational brand, and in turn enable you to more completely understand and satisfy your customers.

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Author

  • Mark David Jones

    Mark David Jones has been transforming organizations for two decades and is in high demand as a speaker and transformation expert for clients such as General Electric, Johnson & Johnson, BMW, Coca-Cola, and The Mayo Clinic. He is currently chief operating officer at World Class Benchmarking, a consultancy firm helping organizations who want to achieve industry-leading excellence. Jones' background includes a variety of leadership roles over 26 years at the Walt Disney Company, as well as other leading private and public sector organizations. He has held teaching positions at the University of Florida, and Florida State University, where he earned his MS in organization development. Jones currently resides in Orlando, Florida.

  • J. Jeff Kober

    J. Jeff Kober has focused on training and development initiatives for over 25 years in both the private and public sectors. Currently, he is CEO of World Class Benchmarking, and thought leader for best-in-business-practices of the Walt Disney Company. Kober's past experience includes leadership development training for GE executives, transforming Federal Student Aid for The Department of Education, and serving as a consultant with The Disney Institute. Clients have included Federal Express, Bank of America, Office Depot, MetLife, New York City Department of Finance, and Volkswagen of North America. Kober holds an MA from Brigham Young University, and he resides in Orlando, Florida.

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