Decades of experience at Disney and other Fortune 500 organizations are brought to bear in Lead with Your Customer, a book that goes beyond buzzwords and business theory and provides a practical roadmap to achieving excellence in an organization. This is not an academic book about business theories, but is a book about people - both external (customers) and internal (employees) - what makes them tick, and how truly understanding them can give a company the competitive edge.
Lead with Your Customer: Transform Culture and Brand into World-Class Excellence is the result of years of operational implementation and spells out a clear method for focusing on the right things to achieve world-class results and bottom-line success. This real-world, proven process of improvement knits together four key concepts to create a strategic foundation:
- Leadership excellence - how to use the groundbreaking World-Class Excellence Model to transform your business.
- Employee engagement - the importance of passion and providing products and services that motivate your internal customers.
- Customer satisfaction - creating a service experience that strengthens your long-term customer relationships and loyalty.
- Loyalty and long-term success - the importance of integrated integrity on real-world results.
From leadership self-assessment to the examination of core customer qualities, Lead with Your Customer explores how to understand people's motivations and leverage this insight to create an experience that serves internal and external customers. Examples from legendary organizations like Apple, Google, General Electric, IKEA - and of course the Walt Disney Company - provide excellent support for the World-Class Excellence Model developed by the authors.
Lead with Your Customer: Transform Culture and Brand into World-Class Excellence is written by Mark David Jones and J. Jeff Kober, who have decades of experience at Disney and other Fortune 500 organizations. Out of their proven success they have developed their World-Class Excellence Model.
Lead with Your Customer offers the opportunity to get an insider's angle on the great business successes of our time.
Lead with Your Customer: Transform Culture and Brand into World-Class Excellence includes a foreword by Lee Cockerell, former Executive Vice President of Walt Disney World Resort and author of Creating Magic, is published by ASTD Press.
