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Author: J. Jeff Kober

Mind the Gap

September 15, 2011 J. Jeff Kober 1 Comment

Recently while doing programs in the U.K., I boarded a train heading back to Heathrow Airport. While awaiting the train,…

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Posted in: Customer Service Filed under: Customer Service, United Kingdom

The Dangerous Cliff

August 15, 2011 J. Jeff Kober 61 Comments

Note: We don’t usually do too much poetry in our work, but this one really expresses our experience in providing…

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Posted in: Customer Service Filed under: Service Netting, Service Recovery

Insights on Disney’s Bob Iger

July 15, 2011 J. Jeff Kober 69 Comments

You absolutely must read Harvard Business Review’s interview of Bob Iger by Adi Ignatius. At least, you ought to listen to the…

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Posted in: Leadership Filed under: Bob Iger, Leadership, Walt Disney Company

New Book: Lead With Your Customer

June 1, 2011 J. Jeff Kober 1 Comment

Transform Culture and Brand into World-Class Excellence We’ve combined our extensive experience, thought leadership, and hundreds of best-in-business examples to…

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Posted in: Customer Service, Leadership

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