Leading With Your Customer: Future-Proofing Your Workplace

Friday, March 6, 2020 1:00pm - 2:00pm EST

Host: Association for Talent Development
By: Mark Jones, COO and Jeff Kober, CEO, World Class Benchmarking

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Every day, you are confronted with changes in some aspect of your work. Effectively managing these changes and actually exceeding expectations of your customer experience, employee engagement, and business results are critical in today’s fast-paced, hyper-competitive marketplace.

Revealing the best practices of world-class organizations, you will discover the most relevant behind-the-scenes ideas in continuous improvement, allowing you to finally turn your workplace into an agile, innovative powerhouse that adapts quickly and correctly – earning a reputation for whatever matters most to those you serve to “future-proof” your workplace.

Join us for this upcoming, 60-minute webinar as former Disney leaders Jeff Kober and Mark David Jones, will train you on how to apply these principles to your business, including:

  • The foundational Chain Reaction of Excellence model and how it is used by legendary companies for superior long-term success
  • How to use the multi-faceted Six P’s tool to consistently exceed expectations
  • How to engage your team to create “Agile Innovation”
  • Low/no cost tools you can implement relevant improvements immediately
  • Real life case scenarios & examples of how it works in the public, private and non-profit sectors.

Program Benefits
Equip your team with proven "insider information" that will help your organization apply innovation principles to improve your customer experience, your employee engagement, and your overall business results.

Program Highlights
The Behind-The-Scenes Secrets of some of the best growing organizationn

  • The Chain Reaction of Excellence
  • Why innovation and agility are vital to your future
  • What is “Imagineering” and what can it mean to your business?

Focusing on the Customer Experience

  • Core non-negotiables - what you need to know & what you are missing
  • Creating a WOW experience for your customers – and your employees
  • Techniques & strategies to deliver the "perfect" customer experience

How To Be Innovatively Agile

  • Pushing continuous improvement to the front line
  • Simple strategies that leapfrog you to the top – and keep you there
  • Making “Agile Innovation” a part of your everyday culture


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Mark Jones
Mark Jones


Mark David Jones has been transforming organizations for two decades and is in high demand as a speaker and transformation expert for clients such as General Electric, Johnson & Johnson, BMW, Coca-Cola, and The Mayo Clinic. He is currently chief operating officer at World Class Benchmarking, a consultancy firm helping organizations who want to achieve industry-leading excellence. Jones' background includes a variety of leadership roles over 26 years at the Walt Disney Company, as well as other leading private and public sector organizations. He has held teaching positions at the University of Florida, and Florida State University, where he earned his MS in organization development.

Jeff  Kober
Jeff Kober

CEO, World Class Benchmarking

For more than 35 years, former Disney leader J. Jeff Kober has been in the trenches, providing training and development solutions for the private, public, and nonprofit sectors. Such activities have been as diverse as providing leadership development for corporate executives at GE to removing red tape with federal agencies, to helping improve customer service globally at Starwood Hotels & Resorts. Kober is the leading authority on Disney best practices, having written books like The Wonderful World of Customer Service at Disney and Disney, Leadership, & You.