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Performance Journeys
Performance Journeys
Learning Experiences Hosted by J. Jeff Kober
  • J. Jeff Kober
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      • Executives
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  • Services
    • Professional Development Overview
    • Core Content Offering
      • Customer Experience
        • The Customer Experience: Concepts Covered
      • Employee Engagement
        • Employee Engagement: Concepts Covered
      • Leadership Excellence
        • Leadership Excellence: Concepts Covered
      • Enabling Agility
    • Programs
      • Disney Best Practices Global Tour
        • Disney Best Practices: Walt Disney World Program
        • Disney Best Practices: Disneyland Resort Program
      • Keynote Presentations
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    • Consulting Services
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    • Train Your Trainer
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  • Resources
    • Books
      • Book: Lead With Your Customer
      • Book: Disney, Leadership and You
      • Book: The Wonderful World of Customer Service at Disney
      • Book: Disney’s Hollywood Studios-From Show Biz to Your Biz
      • Online Book: Lessons From Epcot-In Leadership, Business, & Life
    • Tool Kits
    • Online Learning: Excellence and You
    • World Class Benchmarking
      • Website: World Class Benchmarking
    • Website: Disney At Work
  • Business Sector Focus
    • Government
      • Customer Advocacy in Government
      • Can Government Act Like the Waldorf Astoria?
      • Do You Provide Excellent “Crappy” Service?
      • What Makes Sammamish America’s Friendliest Town?
    • Healthcare
      • Caring Until The End
      • That Alternate Universe Known as Entitlement
      • Reducing Social Harm in the ICU
      • The Golden Rule & The Platinum Rule
      • Employee Engagement: One Size Only Fits Some
    • Retail Solutions
      • Nordstrom: The Shoe Fits When It Comes To Great Service
      • Wowing at Wawa
      • Do You Remember Super Service?
      • Harley Davidson: Six Shift Points of Great Customer Service in Retail
      • Zappos: Would You Hire This Employee?
      • Being Present To Win
    • Theme Parks, Zoos & Museums
      • 3 Low Cost Opportunities at SeaWorld & Beyond
      • A Tale of Three Zoos: A Customer Service Case Study
      • Disney’s Four Keys to a Great Guest Experience
      • Customer Advocacy: A Tale of Theme Parks
      • You Can’t Buy This Kind of Publicity
      • Why Work At Disney? The Disney Difference
  • Contact Us

Author: J. Jeff Kober

Fostering Critical Thinking

August 6, 2019 J. Jeff Kober 15 Comments

Perhaps one of my most frustrating experiences are front line employees who simply say: “That’s the policy, I’m just doing…

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Posted in: Employee Engagement, Leadership Filed under: Culture, Learning From Mistakes, Problem Solving, Processes

Waiting in Line: The Hate for the Wait

May 30, 2019 J. Jeff Kober 20 Comments

Do you hate to wait? We all wait at one time or another. But what makes waiting in one instance worse…

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Posted in: Uncategorized

What’s On Your Plate?

May 27, 2019 J. Jeff Kober 18 Comments

There have been thousands of business books about how to create an effective internal organizational culture. And there have been nearly as many…

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Posted in: Uncategorized

Workism: Are Times Really Different?

March 7, 2019 J. Jeff Kober 301 Comments

Recently The Atlantic posted in article on the Religion of Workism and whether it was making Americans miserable. It particularly…

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Posted in: Uncategorized

Announcing The 2nd Edition of Lead With Your Customer

February 1, 2019 J. Jeff Kober 69 Comments

We wanted you to be the first to know: The 2nd edition of our successful book, Lead With Your Customer, is…

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Posted in: Benchmarking Experience, Customer Service, Employee Engagement, Leadership Filed under: Lead With Your Customer

Excellence and You

January 10, 2019 J. Jeff Kober 865 Comments

We’re pleased to introduce Excellence and You, a new online curriculum from Performance Journeys. Excellence and You focuses on our popular…

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Posted in: Uncategorized Filed under: Excellence and You, Online Learning, Online Training

Disney Best Practices Global Tour

November 29, 2018 J. Jeff Kober

We’re excited to announce a world-wide benchmarking business program coming in 2020. We’re visiting all six Disney resorts around the…

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Posted in: Benchmarking Experience Filed under: Disneyland, Disneyland Paris Resort, Hong Kong Disneyland Resort, Shanghai Disneyland Resort, Tokyo Disneyland Resort, Walt Disney World

Best Practices Global Tour Destination: Disneyland Resort

J. Jeff Kober 71 Comments

Our first stop on the 2019 Disney Best Practices Global Tour is the Disneyland Resort. This unique experience offers the…

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Posted in: Benchmarking Experience

Disney, Leadership and You

October 23, 2018 J. Jeff Kober

Overview Disney, Leadership and You by J. Jeff Kober is now available on Amazon. For those who have been touched by the…

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Posted in: Hospitality, Leadership Filed under: Disney, Disney Leadership and You, J. Jeff Kober, Walt Disney Company

Being a Customer Service First Responder

October 2, 2018 J. Jeff Kober 1,445 Comments

As a customer, have you ever experienced the following: Waiting for people to get back with you on a request…

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Posted in: Customer Service Filed under: Baton, Customer Service First Responder, No Wrong Door, Service Run Arounds

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