Lead with Your Customer: Transform Culture and Brand into World-Class Excellence

Foreword

As the former executive vice president of operations for Walt Disney World, I often get asked to share Disney's secret to success. The short answer is the same for any world-class organization: "It's not the magic that makes it work; it's the way they work that makes it magic."

Lead with Your Customer by Jones and Kober provides a peek behind the scenes of Disney and many other world-class businesses—showing how they develop passionate employees, loyal customers, and superior business profits. While this book is full of actual examples from the world's most admired companies, the real star is the World-Class Excellence Model.

These days, there's a lot of empty talk when it comes to customer service. I've read hundreds of business books ...