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Lead With Your Customer, 2nd Edition

Transform Culture and Brand Into World-Class Excellence

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111905_Lead With Your Customer, 2nd Edition
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Your one-stop shop for world-class results.

The most admired organizations in the world have the same basic resources you have—offices, computers, pencils, pens, phones, Internet, people. The primary difference is the way they use those resources. How do successful organizations consistently succeed? We witness their extraordinary results, but the secrets often remain hidden.

In Lead With Your Customer, authors Mark David Jones and J. Jeff Kober offer the key success tools all world-class organizations have in common and explain how your organization can adopt them. To understand their customer-first approach, they offer the World Class Excellence Model—the result of decades of success as leaders at the Walt Disney Company and years of experience and research working with over two dozen Fortune 500 companies. The authors explain how “world-class” status can be attained by many organizations and isn’t the domain of only the most expensive, luxurious, or popular brands.

Jones and Kober guide you by detailing benchmark practices and illustrating how they are followed by all best-in-class organizations by viewing each person inside and around the organization as your “customer”—internally, as you engage your employees and build your organization’s culture, and externally, as you engage your customers and build your brand. For this second edition, the authors present updated examples from organizations such as IKEA, Harley-Davidson, Southwest Airlines, Ritz-Carlton, MD Anderson Cancer Center, and, of course, Walt Disney.

Book Details

  • ISBN: 9781947308848

  • Pages: 272

  • Publication Date: February 2019

  • Formats: Paperback, PDF

  • Product Code: 111905

About the Authors
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 is CEO of World Class Benchmarking and for over 35 years has focused on performance improvement for scores of organizations in the private, public, and nonprofit arenas. He is the co-author of Lead With Your Customer, and is a former leader of The Disney Institute. In the public sector, Jeff began his career creating aircrew training for the U.S. Air Force in the early days of flight simulation and computer-based training. In recent years Jeff has been focused on leadership and management transformation for federal agencies like the U.S. Dept. of Education and the National Geo-Spatial Intelligence Agency. Likewise, he designed strategic initiatives and facilitated change management programming for state and municipal groups such as the City of New York, the state of Iowa, and Manitoba Provincial Government. His customer service work with the City of Sammamish in Washington led the city to being rated as the friendliest city in America by Forbes Magazine.

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