Steps in Transforming Customer Service

Steering everyone in one direction is not easy--but is facilitated by having everyone speaking the same language about what the customer values.

In our many engagements, we meet people who embrace our thought leadership around what we refer to as The Chain Reaction of Excellence: Whether it’s a workshop, seminary or keynote–people want to know how they as a leader can take action to transform the customer experience. While there are many details to be attended to, … Read more

Customer Advocacy in Government

Photo courtesy of Foto Du Jour.

It’s difficult for most bureaucratic structures in government to think of serving constituents as customers, much less giving customer advocacy serious consideration. Customer advocacy is the effort to build support and momentum for the products and services you provide them. This should be important to government. If for only selfish reasons, it should be critical … Read more

In The Loop

Tags have different characters to help passengers know which section to pick up their luggage. Photo by J. Jeff Kober.

Editor’s Note: Over the months to come, we are providing posts dedicated to better improving the post secondary education experience. This post is authored by David Zanolla, who teaches at Western Illinois University, and who annually hosts students learning best in business practices at Walt Disney World. Over the course of my 12 year collegiate teaching career, … Read more

Making People Feel Special

A Disney Cast Member helping a guest at Tokyo Disneyland with their ice cream. Taking an ordinary transaction and making a guest feel special is at the heart of great guest service. Photo by J. Jeff Kober.

A fundamental human truth is the need to feel special. What are some ways to accomplish this? By taking additional time to hear someone’s concern. Acknowledging in writing specific things they have done well. Keeping difficult-to-keep commitments. Bypassing given policies and procedures to take care of a greater need. Rewarding and recognizing the contribution of … Read more

Celebrating Guest Service at Disney

Celebrating Guest Service at Disney

One of the best benchmarks for great customer service are the Disney theme parks. This year Disneyland celebrates its Diamond anniversary. In commemorating this 60th birthday, I will be posting 60 ideas for improving customer service in your own organization. You can find the first article here. It focuses on providing Guest Service, not just customer service. You … Read more

Lead With Your Customer

Lead With Your Customer: Transform Culture and Brand into World Class Excellence

Transform Culture and Brand into World-Class Excellence We’ve combined our extensive experience, thought leadership, and hundreds of best-in-business examples to create a comprehensive resource for achieving organizational excellence. Written with my business partner, Mark David Jones, and with a forward by Lee Cockrell, former Executive Vice President of Walt Disney World, you’ll find great solutions … Read more

New Book! Disney’s Hollywood Studios: From Show Biz to Your Biz

Biz Small

This newest book by J. Jeff Kober celebrates Disney’s Hollywood Studios, and the stories, tales, and lessons behind it! I am so very excited to announce my newest book, Disney’s Hollywood Studios: From Show Biz to Your Biz, published by Theme Park Press. I’m thrilled that it’s available in time for this week’s 25th silver anniversary of Disney’s … Read more

Announcing The New 2nd Edition of The Wonderful World of Customer Service at Disney

I’m very excited to announce the 2nd Edition of The Wonderful World of Customer Service at Disney. When the first edition of The Wonderful World of Customer Service at Disney came out, my rationale for writing the book came from the fact that I didn’t feel anyone was really telling people what customer service was really all about … Read more

How Disney Vacation Club Changed Negative Perceptions

Do you work for the IRS and seem to have difficulty maintaining a positive image with your clients? Are you a dentist who confronts patients who don’t like to sit in the chair? In selling used vehicles, do you have a hard time proving to customers that the car in question isn’t a lemon? Some … Read more