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

SHRM 2012 Strategy Conference
Start your learning experience by attending a special preconference session with SHRM and World Class Benchmarking. This session is available to conference attendees as a preconference add-on.

Presented by SHRM in partnership with World Class Benchmarking 

This hands-on program demonstrates how you can be a true partner in developing and executing organizational strategy. Learn best practices, visit local companies to see their operations in action, hear from organizational leaders and explore back-of-the-house operations.



Day 1 Agenda: Noon–6:00 p.m.

Kick off the first day with a buffet lunch, meet other attendees, and learn more about the program and the world class excellence model. After lunch, you will visit organizations whose success allows you to measure your own strategies and challenges.



Day 2 Agenda: 8:00 a.m.–Noon

On the second day, hear from world-renowned experts, get more first-hand knowledge of a world-class organization’s success, and participate in classroom activities led by expert facilitators. Map out your next steps in building brand confidence and improving employee engagement in your organization.


Note: Advanced registration and additional fees are required.

Date(s) & Time(s): 
Tuesday, October 2, 2012 - 12:00pm to 6:00pm
Wednesday, October 3, 2012 - 8:00am to 12:00pm

J. Jeff Kober

J. Jeff

For over twenty-five years Jeff has delivered development and training solutions for the private and public sector. He has facilitated hundreds of programs and delivered keynote addresses to scores of clients as diverse as General Electric, the U.S. Postal System, Federal Express and the City of New York. Topics have ranged from leadership to performance accountability, from customer service/loyalty to team building.

Earlier Jeff’s consultant activities were associated with The Disney Institute, a best-practices institution modeled on America’s first corporate university. While there, Jeff was responsible for designing The Disney Approach to Quality Service and Service, Disney Style programs. The models, concepts, and examples of that program were later introduced to corporate America in Be Our Guest, a popular benchmarking title published by The Disney Institute, with a forward by Michael Eisner.

While at the Disney Institute, Jeff played a key role in developing other programs at The Disney Institute to include Disney’s Approach to Customer Loyalty, and Disney’s Approach to Creativity and Innovation. He continues today as a columnist for MousePlanet.Com where he continues to share stories of excellence in the Walt Disney Company as best-practices ideas for corporations worldwide.

Jeff is now CEO of World Class Benchmarking, which provides a programming series that benchmarks many of America’s greatest corporations. Recently, World Class Benchmarking supported Starwood Hotels & Resorts Worldwide (Sheraton, Westin, & St. Regis) in launching a massive customer/brand service initiative for over 125,000 associates globally.

Recently Jeff has consulted in the last couple of years for the Finance division of the City of New York in providing leadership and transformation solutions for the public sector. He is the Chief Learning Architect for The Public Strategies Group (PSG) creating training and development solutions for such organizations as the State of Iowa and Federal Student Aid—U. S. Department of Education.

Jeff’s new best-selling book, Lead With Your Customer: Transform Culture and Brand into World-Class Excellence (ASTD Press) showcases what world-class organizations do to attain and sustain extraordinary results and is available via ASTD.org, Amazon.com, and bookstores all over the world.  Jeff's book, "The Wonderful World of Customer Service at Disney" highlights best practices in customer service at Disney.

Mark David Jones

Mark David

Mark is an acclaimed consultant – having worked with dozens of Fortune 500 companies in six of the seven continents of the world over the past two decades. As an author and highly demanded speaker, Mark has an innovative, results-focused passion for helping people make a difference.

Mark first joined the Walt Disney World Resort® in 1978, working in a wide variety of leadership roles. After more than ten years, Mark left to establish The Consultant Network, eventually leading over 60 business consultants.

In 1992, during his doctoral studies, Mark was recruited to lead the consulting team at the Federal Aviation Administration’s national training headquarters. Mark played a key role in the Department of Transportation’s organizational redesign – spearheading initiatives such as executive development, assessment and design, change dynamics, self-managed/directed work teams, and train-the-trainer programs.

Mark returned to the Walt Disney World Resort® in 1996 to help lead the transformation of the Disney Institute Business Programs. While in this role, Mark was in charge of Leadership, Creativity & Innovation, and Quality Service initiatives. He also served externally as the senior project manager for numerous highly successful large-scale organizational initiatives for leading domestic and international corporations – many of which are showcased in the Disney-published book Be Our Guest: Perfecting the Art of Customer Service. In recognition of his contribution to the Disney organization, Mark was nominated for the prestigious “Partner’s in Excellence” award – Disney’s highest regarded corporate award.

Currently, as Chief Operating Officer of World Class Benchmarking, Mark leads a network of experts from the world’s most renowned companies in implementing organizational transformation.

Mark’s new best-selling book, Lead With Your Customer: Transform Culture and Brand into World-Class Excellence (ASTD Press) showcases what world-class organizations do to attain and sustain extraordinary results.

The Westin Mission Hills Resort & Spa
Amount of Credit: 
Credit Type: 
Business Credit
Session Type: 
Preconference Workshop
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