Book Description
What do successful organizations do that makes them consistently successful? It's simple and yet, deep—they serve their customers by understanding their needs and expectations and then, deliver to those needs and expectations. With years of experience and research developed while working with Fortune 500 companies, authors Mark David Jones and J. Jeff Kober have created the World-Class Excellence” Model. Supported by the work the authors performed while at Disney, this model builds on the core principles of values, vision, and standards, and the 6-Ps—primary delivery methods of world-class excellence that allows you to transform your organization's culture and brand. This model serves as a guiding beacon for leaders, aligning the work to bottom-line results, long-term success, and world-class reputation.
Table of Contents
- Cover
- What business leaders and learning professionals have to say about Lead with Your Customer
- Title
- Copyright
- Content
- Foreword
- Preface
- Acknowledgments
- Part I: Establishing the Foundation for Excellence
-
Part II: Leading the Culture
- Chapter 5 Proclaiming the Promise of Your Culture
- Chapter 6 Engaging Employees for Service Excellence
- Chapter 7 Optimizing Your Workplace for Team Results
- Chapter 8 Harnessing the Power of Processes
- Chapter 9 Providing Products That Motivate Your Employees
- Chapter 10 Understanding the Real Price of Passion
-
Part III:Leading the Brand
- Chapter 11 Communicating the Promise of Your Brand
- Chapter 12 Turning Your Front Line into Your Bottom Line
- Chapter 13 Creating a Workplace That Strengthens Customer Service
- Chapter 14 Making an Impact through Processes
- Chapter 15 Delivering Products and Services They Really Want
- Chapter 16 Creating Loyalty and Profits with the Right Price
- Part IV: Ensuring Alignment and Integrity
- References
- About the Authors
- About World Class Benchmarking
- Index