Speaker

For over twenty-five years Jeff has delivered development and training solutions for the private and public sector. He has facilitated hundreds of programs and delivered keynote addresses to scores of clients as diverse as General Electric, the U.S. Postal System, Federal Express and the City of New York. Topics have ranged from leadership to performance accountability, from customer service/loyalty to team building.

Earlier 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 designing The Disney Approach to Quality Service and Service, Disney Style 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.

While at the Disney Institute, Jeff played a key role in developing other programs at The Disney Institute to include Disney’s Approach to Customer Loyalty, and Disney’s Approach to Creativity and Innovation. He continues today as a columnist for MousePlanet.Com where he continues to share stories of excellence in the Walt Disney Company as best-practices ideas for corporations worldwide.

Jeff is now CEO of World Class Benchmarking, which provides a programming series that benchmarks many of America’s greatest corporations. Recently, World Class Benchmarking supported Starwood Hotels & Resorts Worldwide (Sheraton, Westin, & St. Regis) in launching a massive customer/brand service initiative for over 125,000 associates globally.

Recently Jeff has consulted in the last couple of years for the Finance division of the City of New York in providing leadership and transformation solutions for the public sector. He is the Chief Learning Architect for The Public Strategies Group (PSG) creating training and development solutions for such organizations as the State of Iowa and Federal Student Aid—U. S. Department of Education.

Jeff’s new best-selling book, Lead With Your Customer: Transform Culture and Brand into World-Class Excellence (ASTD Press) showcases what world-class organizations do to attain and sustain extraordinary results and is available via ASTD.org, Amazon.com, and bookstores all over the world.  Jeff's book, "The Wonderful World of Customer Service at Disney" highlights best practices in customer service at Disney.