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David Mank

Accommodating Workers With Mental Disabilities

David Mark

Book Reviews January 1960

Soundview Live Author Series from Soundview Executive Book Summaries presents FREE webinar: A conversation with the authors of Lead with Your Customer: Mark David Jones and J. Jeff Kober

Mark David Jones and J. Jeff Kober Author Chat May 17 at 2010 ASTD International Conference!

Mark David has worked as an executive coach for more than 20 years. As president of The Mark David Corporation, David continues to coach managers in building high performance teams. He is the author of two business books and numerous performance improvement tools.

Mark David

Mark David Jones has been transforming organizations for two decades and is in high demand as a speaker and transformation expert for clients such as General Electric, Johnson & Johnson, BMW, Coca-Cola, and The Mayo Clinic. He is currently chief operating officer at World Class Benchmarking, a consultancy firm helping organizations who want to achieve industry-leading excellence. Jones' background includes a variety of leadership roles over 26 years at the Walt Disney Company, as well as other leading private and public sector organizations. He has held teaching positions at the University of Florida, and Florida State University, where he earned his MS in organization development. Jones currently resides in Orlando, Florida.

Mark David Jones

February 2019 - TD Magazine

Achieve Leadership Excellence

Summary:
People have different needs, whether they are employees, customers, or contract workers hired for your facility. To exceed expectations, you need to understand the most important drivers that form each individual’s preferences. Only then can you and your team confidently—and effectively—focus your efforts.
World-class organizations create superior outcomes by better engaging their staff and customers, which leads to higher levels of satisfaction, loyalty, and financial results. Join former Disney leaders and culture/service experts Mark David Jones and J. Jeff Kober as they walk you through a proven behind-the-scenes operational tool used to go beyond merely knowing about your customer to truly understanding them.
 
Program Highlights:
Needs: What are the foundational needs of your customers and employees?
• What ultimately drives all human preferences?
• What five essential needs affect customer loyalty most?
Style: Appreciate the unique qualities and attributes of your coworkers and customers.
• Discover the four different styles.
• Recognize when you are working with people who are a different style than you.
• Get tips on dealing effectively with those who are different from you.
Expectations: How do you consistently exceed them?
• What are the expectations of your customers and employees?
• Learn why you often fall short.
• What are the clues to look for to discover their real expectations?
Walk: How does one move from theory to real world?
• How do you walk in the shoes of your customer?
• Anticipate their most relevant needs and wants.
 

Understanding the Compass of Your Customer in Uncertain Times

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