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Performance Journeys

Learning Experiences Hosted by J. Jeff Kober
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      • That Alternate Universe Known as Entitlement
      • Reducing Social Harm in the ICU
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      • 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
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Blog

Ideas For Avoiding Burnout

February 6, 2012 J. Jeff Kober

Here are some ideas that were brainstormed last week in the Central Florida Community Partners Network meeting around how to…

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Posted in: Employee Engagement Filed under: Employee Engagement, Stress & Burnout

Keeping a Sense of Humor with Compliance

January 18, 2012 J. Jeff Kober

State regulations require shoes and shirt when you enter a public environment such as a restaurant. To that end, a…

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Posted in: Creativity & Innovation Filed under: Customer Service, Food & Beverage, Winning Compliance

Hamburger University at 50

December 21, 2011 J. Jeff Kober 71 Comments

Celebrating the same birthday as mine, McDonald’s Hamburger University turned 50 this year. So before 2011 is over, I wanted…

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Posted in: Leadership Filed under: Corporate University, Human Resources, McDonalds

Morale–Mission Impossible?

December 16, 2011 J. Jeff Kober 50 Comments

Tom Cruise’s new movie, Mission Impossible, is out this weekend. It’s Brad Bird’s first live-action movie, having previously created both…

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Posted in: Employee Engagement Filed under: Brad Bird, E, Employee Engagement

Feed the Birds

J. Jeff Kober 1 Comment

While at Chick-Fil-A the other day, I caught sight of a worker who had taken leftover bread to the back…

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Posted in: Leadership Filed under: Caring, Chick-Fil-A, Leadership

3 Lessons Disney Learned From Marriott

December 15, 2011 J. Jeff Kober

After spending 60 years with his family’s company–40 of those as CEO, Bill Marriott announced that he is stepping down…

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Posted in: Leadership Filed under: Marriott, Walt Disney Company

A Trucking Company With Values?

December 5, 2011 J. Jeff Kober 1 Comment

It’s hardly imaginable that a large trucking company like Con-way would really bother with promoting values. You would think that…

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Posted in: Employee Engagement, Leadership Filed under: Con-way, Recognition

Finally Inside an In-and-Out Burger

November 30, 2011 J. Jeff Kober 14 Comments

I had visited In-and-Out Burger several times over the years–especially on trips to California. But I had always gone through…

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Posted in: Customer Service Filed under: cleanliness, Customer Service, Food & Beverage, In-and-Out Burger, Millennial, quality

Caring Until The End

November 29, 2011 J. Jeff Kober 47 Comments

We took this picture when I was with The Disney Institute a number of years ago. Everything in the box…

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Posted in: Customer Service Filed under: Customer Service, Disney Institute, Healthcare, Terminating Employees

“This Is Not A Solo Act!”

November 28, 2011 J. Jeff Kober 85 Comments

I have to admit, I wasn’t too much of a fan of Cirque du Soleil until I read The Spark:…

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Posted in: Employee Engagement Filed under: Cirque du Soleil, Collaboration, Teamwork

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