Lead with Your Customer
Transforming Your Culture and Brand into World-Class Excellence
Recommendation
Many business leaders view their corporate culture and their brand image as two separate entities. To achieve “world-class excellence,” executives should treat these as two sides of the same coin. Former Walt Disney Company executives Mark David Jones and J. Jeff Kober outline their “World-Class Excellence Model,” which encompasses service concepts any organization can use to deliver exceptional customer service and engender employee loyalty. The authors offer case studies from successful companies, including Disney and Apple. These ideas aren’t novel, but getAbstract finds that the book demonstrates how to apply them to your firm.
Summary
About the Authors
Mark David Jones is Chief Operating Officer of World Class Benchmarking, where J. Jeff Kober is CEO.
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