Lead with Your Customer

Lead With Your Customer goes beyond corporate culture and customer satisfaction and provides a complete roadmap to achieving permanent excellence in your organization. This is a real-world, sustainable process of improvement—not just a flavor-of-the-month business technique—that shows you how to apply the excellence model (developed at the Walt Disney Company) to transform your business.

This is a book about people, what makes them tick, and how understanding them can guide you to success. You’ll learn from the stories of CarMax, Marriott, Apple, Wal-Mart, and, of course, the Walt Disney Company.

Working on projects for long-time clients builds on the existing relationship and is a great experience for myself and for the client. I learn specifically about the needs of my client, and my client is already aware of my work ethics and can depend on an on-time and quality product.