8
Jeff Kober, Performance Journeys Inc. 407 973 3219 www.disneyatwork.com Ted Topping, Creative Insights Inc. 604 685 7571 www.tedtopping.com Serious Business Lessons in the Fun Environment of Disney Next session: October 2015 at the Disneyland Resort in Anaheim, CA The most engaging, interactive and effective program we have ever offered...

Perfecting the Customer Experience, October 2015, Jeff Kober Ted Topping

Embed Size (px)

Citation preview

Page 1: Perfecting the Customer Experience, October 2015, Jeff Kober Ted Topping

Jeff Kober, Performance Journeys Inc. 407 973 3219 � www.disneyatwork.com

Ted Topping, Creative Insights Inc. 604 685 7571 � www.tedtopping.com

Serious Business Lessons in the Fun Environment of Disney

Next session: October 2015 at the Disneyland Resort in Anaheim, CA

The most engaging, interactive and effective program we have ever offered...

Page 2: Perfecting the Customer Experience, October 2015, Jeff Kober Ted Topping

Jeff Kober, Performance Journeys Inc. 407 973 3219 � www.disneyatwork.com

Ted Topping, Creative Insights Inc. 604 685 7571 � www.tedtopping.com

Perfecting the Customer Experience is a unique, two-day benchmarking program that demonstrates the service standard to which all consumer-facing businesses should aspire. It provides:

•  Solid ideas for perfecting the customer experience and creating loyal customers.

•  Proven examples from Disney and other world-class organizations. •  Applications for transferring what you learn directly to your business.

What this is

Page 3: Perfecting the Customer Experience, October 2015, Jeff Kober Ted Topping

Jeff Kober, Performance Journeys Inc. 407 973 3219 � www.disneyatwork.com

Ted Topping, Creative Insights Inc. 604 685 7571 � www.tedtopping.com

Today’s customers demand much more for even less, and will quickly buy on price if a business does not clearly demonstrate value. Improving the customer experience is one of the most effective and enduring ways that consumer-facing businesses can demonstrate that value. This program will help you: •  visualize the big picture (the end result) from the customer’s perspective, •  understand clearly the emotional reaction you want to achieve, and •  create systems, standards, tools and even new technology to let your company

deliver the desired customer experience profitably.

Why attend

Page 4: Perfecting the Customer Experience, October 2015, Jeff Kober Ted Topping

Jeff Kober, Performance Journeys Inc. 407 973 3219 � www.disneyatwork.com

Ted Topping, Creative Insights Inc. 604 685 7571 � www.tedtopping.com

These super-effective tactics can be learned and implemented in any size of business, and Perfecting the Customer Experience will help you do it. You will benchmark one of the world’s most successful companies, and see that quality (attention to details) and service (exceeding guest expectations) are built into −

and not separate from − the product being sold.

This intense, small-group experience will help you see the business behind the magic of Disney. Although you will be among thousands of visitors, we will help you observe significant things that other guests do not notice. You will interact constantly with the facilitators and your fellow participants, with lots of time to

discuss your specific issues.

Be advised: although you will no doubt have fun, this program is immersive, hands-on work. The days are long and full, and your senses will be bombarded

with things to notice and lessons to learn as you experience real-life best practices at Disney. Best of all, because the most-effective way to learn is

through personal experience, the lessons will stay with you for life.

What to expect

Page 5: Perfecting the Customer Experience, October 2015, Jeff Kober Ted Topping

Jeff Kober, Performance Journeys Inc. 407 973 3219 � www.disneyatwork.com

Ted Topping, Creative Insights Inc. 604 685 7571 � www.tedtopping.com

The secret to Disney’s success in delivering the world’s most enduring and successful consumer experiences is neither promotion nor magic “pixie dust.” It is an enthusiastic and motivated

workforce supported by a solid foundation of delivery systems and customer-experience metrics – things that can be learned and implemented in any size business.

Perfecting the Customer Experience provides hands-on experiential learning in: Leadership Excellence � Understanding Your Customers � Service Standards and Values �

Service Netting � The Service Integrity Matrix � Service Recovery This program is offered by Performance Journeys Inc. and Creative Insights Inc. Neither the

program nor either company is associated in any way with The Walt Disney Company.

Program content

Page 6: Perfecting the Customer Experience, October 2015, Jeff Kober Ted Topping

Jeff Kober, Performance Journeys Inc. 407 973 3219 � www.disneyatwork.com

Ted Topping, Creative Insights Inc. 604 685 7571 � www.tedtopping.com

Perfecting the Customer Experience provides intensive, hands-on experiential learning in a small group. It will be most effective for participants working at a

level where they can influence both the service environment and the people in it, and who already understand why those things matter.

An affinity for Disney movies, characters and products is an asset, but is not necessary for this program. Companies wanting to send three or more people to this event may wish to consider a tailored program on dates of their choosing.

Facilitators Jeff Kober (left) and Ted Topping

Who should attend?

Page 7: Perfecting the Customer Experience, October 2015, Jeff Kober Ted Topping

Jeff Kober, Performance Journeys Inc. 407 973 3219 � www.disneyatwork.com

Ted Topping, Creative Insights Inc. 604 685 7571 � www.tedtopping.com

Ted Topping is president of Creative Insights Inc., a service and customer-experience consulting firm based in Vancouver. For a wide variety of clients, Ted brings the crucial voice of the customer to the discussion table. As a speaker, trainer, author and consultant, Ted helps organizations learn to execute the all-important details that lead to sustained success in a consumer-facing business. His approach is practical and action-oriented, and he delivers not just ideas but effective tools that are useable immediately. Ted is a widely published writer and co-author of the international best-selling resource Start and Run a Retail Business. He was a card-carrying member of TV’s original Mickey Mouse Club, and uses his continuing study of Disney to help clients add their own amazingly powerful “magic” to the customer experience.

Jeff Kober is president of Performance Journeys, Orlando, a training and development group specialized in

performance improvement and learning in the workplace.

When Jeff was a leader with the acclaimed Disney Institute, he designed customer-

service programs for the Walt Disney World® Resort. The models, concepts and examples from those programs were later introduced to

corporate America in the popular benchmarking book, Be Our Guest.

Jeff now works with a range of organizations, providing best-in-business ideas and practices

in the areas of customer service and leadership. A well-known online columnist and blogger, Jeff is author of The Wonderful World of Customer Service at Disney and co-author

of Lead With Your Customer.

Facilitators

Page 8: Perfecting the Customer Experience, October 2015, Jeff Kober Ted Topping

Jeff Kober, Performance Journeys Inc. 407 973 3219 � www.disneyatwork.com

Ted Topping, Creative Insights Inc. 604 685 7571 � www.tedtopping.com

The registration fee for Perfecting the Customer Experience includes: •  Two-day, hands-on workshop plus all materials including a workbook with the key content. •  Admission to one Disney theme park each day. •  Casual dining experiences throughout the program. •  “The Wonderful World of Customer Service at Disney - Second Edition” by J. Jeff Kober. •  “Lead With Your Customer” by Mark David Jones and J. Jeff Kober.

Contact the facilitators for complete details.

Next session: October 2015 or a tailored program on dates of your choosing.

Registration