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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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    • 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
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    • Programs
      • Disney Best Practices Global Tour
        • Disney Best Practices: Walt Disney World Program
        • Disney Best Practices: Disneyland Resort Program
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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
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    • 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

Blog

The Trim Tab: By Small Means We Sail

April 4, 2016 J. Jeff Kober 72 Comments

When you think of an organization as a ship, it’s difficult to imagine the force required to direct such a…

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Posted in: Employee Engagement Filed under: Disney Cruise Line, Hard Wiring, John Wooden, Soft Wiring

With Real Performance Comes Real Failure

March 14, 2016 J. Jeff Kober

In a previous post, we spoke about being accountable. It takes courage for individuals and teams to take accountability in…

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Posted in: Creativity & Innovation Filed under: Ed Catmull, Pixar, Taking Risk, Theodore Roosevelt

Soft Wiring For Accountability

March 8, 2016 J. Jeff Kober 1 Comment

We want excellence. We want people to be performing at their very best. But how do we get them there?…

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Posted in: Employee Engagement Filed under: Aristotle, Measurement, Soft Wiring

Exceed in Meeting Employee Needs

March 7, 2016 J. Jeff Kober 48 Comments

In a previous post, we spoke of separating steering from rowing. If supervisors and executives aren’t steeped in the rowing—if…

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Posted in: Employee Engagement Filed under: 5 Human Needs, Employee Engagement, Healthcare, Max De Pree, Nancy Ortberg

Separate Steering From Rowing

February 24, 2016 J. Jeff Kober 42 Comments

World-class organizations separate the work of rowing from steering. Too often, management and executives want to “pick up the paddles”…

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Posted in: Employee Engagement, Leadership Filed under: Ed Catmull, Nordstrom, Pixar, Separate Steering From Rowing, Soft Wiring

Freedom In A Framework

February 23, 2016 J. Jeff Kober 36 Comments

In our previous post, we spoke about declaring your manifesto as a way to soft wiring the organization for moving…

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Posted in: Employee Engagement Filed under: Apple, Disney's Four Keys, Freedom Within a Framework, Service Values

Declare Your Manifesto

February 22, 2016 J. Jeff Kober 52 Comments

In our previous post, we talked about the advantage of Soft Wiring. We want to share with you some important…

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Posted in: Leadership Filed under: Apple, Disney, Manifesto, Ritz-Carlton

Hard Wiring Vs. Soft Wiring

February 19, 2016 J. Jeff Kober

Most organizations want to be better than they are. Some do so successfully. World-class organizations—whether they are in the public,…

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Posted in: Employee Engagement Filed under: Employee Engagement, Hard Wiring, Soft Wiring

How to Host Stand Up Meetings

February 18, 2016 J. Jeff Kober 1 Comment

In the previous post, we spoke about the idea that stand up meetings are needed to keep front and centered…

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Posted in: Employee Engagement, Leadership, Retail Filed under: Employee Engagement, Retail, Stand Up Meetings

Creating an Employee Engagement Strategy: Hosting Stand Up Meetings

February 17, 2016 J. Jeff Kober

In a previous post, we spoke about the fact that most leaders think an engagement strategy is important, but that…

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Posted in: Employee Engagement, Leadership Filed under: Employee Engagement, firefighters, Stand Up Meetings

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