Our Team: Project Partners and Associates J. Jeff Kober President, Performance Journeys, Orlando 
J. Jeff Kober is our partner in customer experience training programs, such as Perfecting the Customer Experience. Jeff is president of Orlando-based Performance Journeys, a training and development group specialized in improving performance and learning in the workplace. He is also CEO of World Class Benchmarking, where he provides a programming series that benchmarks many of America’s greatest organizations, such as Nordstrom, Ritz-Carlton and Disney. Jeff is author of The Wonderful World of Customer Service at Disney and co-author of Lead With Your Customer. He is a long-time columnist at MousePlanet.com, and has authored a series of “Disney at Work” apps for the iPhone and iPod touch, available on iTunes. Jeff was formerly a leader with the acclaimed Disney Institute. He was responsible for working across the Walt Disney World Resort and designing Disney’s customer service programs. The models, concepts and examples of those programs were later introduced to corporate America in “Be Our Guest,” a popular benchmarking book credited to The Disney Institute. Jeff played a key role in developing other programs at The Disney Institute that include Disney’s Approach to Customer Loyalty, and Disney’s Approach to Customer Service for the automotive and healthcare fields. The programs he has created have been experienced by thousands of participants in hundreds of organizations around the world.
James E. Dion President, Dionco Inc., Chicago 
James E. (Jim) Dion is the co-author, with Ted Topping, of Start and Run a Retail Business, and our partner over many years in retail programs and presentations in Canada and the U.S. Jim is the founder and president of Chicago-based Dionco Inc., and an internationally known retail speaker, trainer and consultant. His other books include Retail Selling Ain’t Brain Surgery, It’s Twice As Hard and The Complete Idiot’s Guide to Starting and Running a Retail Store. Jim is a recognized expert on retail selling and the service-centric economy. Microsoft, IBM, Williams-Sonoma, Harley-Davidson, Electrolux, Honey Baked Ham, Macy’s, and Swarovski are just a few of the companies that have benefited from Jim’s advanced selling methodology. |
