What do successful organizations do that makes them consistently successful? It is simple and yet, rare: they understand their customer s needs and expectations, and then, exceed them. With years of experience and research developed while working with Fortune 500 companies, authors Mark David Jones and J. Jeff Kober have created the World Class ExcellenceTM Model. Supported by the many years of experience the authors earned while leaders at Disney, this model builds on the core principles of values and vision, and reveals the 6-Ps primary delivery methods of world-class excellence that allows you to transform your organization s culture and brand. This proven model serves as a guiding beacon for leaders, aligning the work to bottom-line results, long-term success, and a world-class reputation. Presented in an engaging and straight forward style with many interesting case studies, this new leadership and customer service offering is a dynamite read. Section I: Establishing the Foundation for Excellence Ch. 1: Your Customer Really Is the Key Ch. 2: Leading with Your External and Internal Customers Ch. 3: Achieving Proven Leadership Excellence Ch. 4: Using the World Class Excellence Model to Transform Your Business Section II: Leading the Culture (Chapters 5-10) Section III: Leading the Brand (Chapters 11-16) Section IV: Ensuring Alignment & Integrity Ch. 17: How Service Netting Gets Results Ch. 18: Service Recovery that Really Works Ch. 19: Tips for Leading Implementation Ch. 20: Leading Forward to World-Class Excellence

J. Jeff Kober, CEO of World-Class Benchmarking has more than 25 years experience in the world of performance improvement for both the public and private sector. His experience covers a broad range of work, including as a consultant for the Disney Institute, responsible for building Disney s customer service and creativity programs.

Mark David Jones is the COO of World-Class Benchmarking. An acclaimed speaker, trainer, consultant, and organizational transformation expert, Mark has held a variety of leadership roles during his 26 year Disney career. As the senior consultant for the Disney Institute, Mark led Leadership, Creativity & Innovation, and Quality Service initiatives. Both authors reside in the Orlando, Florida area.