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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!

J. Jeff Kober is CEO of World Class Benchmarking and for over 35 years has focused on performance improvement for scores of organizations in the private, public, and nonprofit arenas. He is the co-author of Lead With Your Customer, and is a former leader of The Disney Institute. In the public sector, Jeff began his career creating aircrew training for the U.S. Air Force in the early days of flight simulation and computer-based training. In recent years Jeff has been focused on leadership and management transformation for federal agencies like the U.S. Dept. of Education and the National Geo-Spatial Intelligence Agency. Likewise, he designed strategic initiatives and facilitated change management programming for state and municipal groups such as the City of New York, the state of Iowa, and Manitoba Provincial Government. His customer service work with the City of Sammamish in Washington led the city to being rated as the friendliest city in America by Forbes Magazine.

J. Jeff Kober

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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