ATD National Webcast Series
Understanding the Compass of Your
Customer in Uncertain TimesApril 16, 2020 • 10:00 AM - 11:00 AM
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.
Needs: What are the foundational needs of your customers and employees?
Style: Appreciate the unique qualities and attributes of your coworkers and customers.
Expectations: How do you consistently exceed them?
Walk: How does one move from theory to real world?
Mark David Jones’s accomplished career at Disney spanned 26 years as he worked in various leadership roles including the Disney Institute, where he was in charge of leadership, customer service, and innovation initiatives. Jones has a long list of proven success stories leading transformation efforts at more than two dozen Fortune 500 companies, using proven strategies and tactical tools to transform leadership, employee engagement, customer satisfaction, and operational excellence. In addition, he is a contributing author to The ASTD Leadership Handbook, a definitive collection of who’s who among leadership experts.
For more than 35 years, former Disney leader J. Jeff Kober has been in the trenches, providing training and development solutions for the private, public, and nonprofit sectors. Such activities have been as diverse as providing leadership development for corporate executives at GE to removing red tape with federal agencies, to helping improve customer service globally at Starwood Hotels & Resorts. Kober is the leading authority on Disney best practices, having written books like The Wonderful World of Customer Service at Disney and Disney, Leadership, & You.
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