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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!

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

Summary
Every day, you are confronted with changes in some aspect of your work. Effectively managing these changes and actually exceeding expectations of your customer experience, employee engagement, and business results are critical in today’s fast-paced, hyper-competitive marketplace.
Revealing the best practices of world-class organizations, you will discover the most relevant behind-the-scenes ideas in continuous improvement, allowing you to finally turn your workplace into an agile, innovative powerhouse that adapts quickly and correctly – earning a reputation for whatever matters most to those you serve to “future-proof” your workplace.
Join us for this upcoming, 60-minute webinar as former Disney leaders Jeff Kober and Mark David Jones, will train you on how to apply these principles to your business, including:

The foundational Chain Reaction of Excellence model and how it is used by legendary companies for superior long-term success
How to use the multi-faceted Six P’s tool to consistently exceed expectations
How to engage your team to create “Agile Innovation”
Low/no cost tools you can implement relevant improvements immediately
Real life case scenarios & examples of how it works in the public, private and non-profit sectors.

Program Benefits
Equip your team with proven "insider information" that will help your organization apply innovation principles to improve your customer experience, your employee engagement, and your overall business results.
Program Highlights
The Behind-The-Scenes Secrets of some of the best growing organizationn

The Chain Reaction of Excellence
Why innovation and agility are vital to your future
What is “Imagineering” and what can it mean to your business?

Focusing on the Customer Experience

Core non-negotiables - what you need to know & what you are missing
Creating a WOW experience for your customers – and your employees
Techniques & strategies to deliver the "perfect" customer experience

How To Be Innovatively Agile

Pushing continuous improvement to the front line
Simple strategies that leapfrog you to the top – and keep you there
Making “Agile Innovation” a part of your everyday culture


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