The Wonderful World of Customer Service at Disney
For over twenty-five years Jeff has focused on performance initiatives for the private and public sector. Those activities have ranged from providing leadership programming for top executives at GE to transforming the customer service experience for over 125,000 employees of Starwood Hotels & Resorts. Clients have included Shell, Federal Express, Office Depot, MetLife, Boeing and Volkswagen of North America. Consulting solutions have ranged from leadership to performance management; from customer loyalty to team building. Many of Jeff's consultant activities were associated with The Disney Institute, a best-practices institution modeled on America's first corporate university. While there, Jeff was responsible for building Disney's customer service and creativity programs. The models, concepts, and examples of that program were later introduced to corporate America in Be Our Guest, a popular benchmarking title published by The Disney Institute, with a forward by Michael Eisner. As chief Learning Architect of The Public Strategies Group, Jeff has been focused on the establishment and support of training and development for federal, state and local entitles. This includes a multi-year focus in transforming Federal Student Aid for The Department of Education. As a keynote speaker he has addressed a wide variety of topics for groups like Miami-Dade, The City of Sammamish and the governor's office in Iowa. While in Iowa he also created performance management training for the Department of Administrative Services, and for the Department of Corrections. Recently he has been providing leadership-wide development and support for the New York City Department of Finance. Jeff is now President of Performance Journeys, a training and development group devoted to developing and implementing performance improvement and learning in the workplace. He is also CEO for World Class Benchmarking, where he provides a programming series that benchmarks many of America's greatest organizations, such as Nordstrom, Ritz-Carlton and JetBlue. Recently, World Class Benchmarking supports organizations with thought leadership and practical solutions in building great brands, creating high-performance cultures, and in establishing world class results.