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.