Lead With Your Customer, 2nd Edition

Mark David Jones is currently the chief operating officer of World Class Benchmarking. During the past two decades, he has been a consultant to dozens of Fortune 500 companies around the world. As an author and speaker, he is known for his innovative, results-focused passion. Mark’s career at the Walt Disney Company spanned 26 years and included a wide variety of leadership roles. While serving as the senior consultant for the Disney Institute, Mark was in charge of leadership, creativity and innovation, and quality service initiatives. In recognition of his contribution to the Disney organization, Mark was nominated for the prestigious Partners in Excellence award—Disney’s highest regarded corporate award.Mark has also written hundreds of published articles and was a contributing author to The ASTD Leadership Handbook, billed as “a who’s who of leadership experts.”J. Jeff Kober is chief executive officer of World Class Benchmarking. For over 25 years, Jeff has provided training and development solutions for workplaces around the world. Beyond his many keynotes and seminars, he has worked as a consultant with scores of organizations in the private and public sector to improve the work of employees and leaders alike. A former leader of the Disney Institute, Jeff collaborated across the entire Walt Disney World organization in establishing customer service and creativity programming. Since then he has become an online columnist on Disney benchmarking practices and creator of the “Disney at Work” app tour series for the iPhone. He is the author of the books The Wonderful World of Customer Service at Disney, Disney's Hollywood Studios: From Show Biz to Your Biz, and Disney, Leadership & You and is considered the foremost thought leader on best-in-business practices in the Walt Disney Company.