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Founder and President, Jake has a passion for, and expertise in, what it takes to create and maintain a world-class service organization. He has consulted with over 100 top organizations on the subject and has been nationally recognized for his expertise and delivery skills. Jake is a highly sought-after leadership consultant and is an inspiration to all of his audiences.
His customer service abilities were developed over 18 years with The Walt Disney World Company. He began his Disney career in 1982 as a research specialist during a time when Disney was expanding into worldwide markets and needed demographics for its many mergers and acquisitions. Jake then spent several years with the Disney University, the internal training arm of Disney, both in Orlando and their Disneyland Paris counterpart pursuing his passion for training and development. In that role he was responsible for teaching corporate philosophy and business practices to the 65,000 Disney Cast Members and helped develop the Service Excellence program for Disney’s leadership teams.
Jake hired, trained and managed a sales team that launched Disney Vacation Club, Disney’s version of timeshare, successfully breaking the negative stereotypes typically associated with sales people and that type of buying experience.
He took a three-year hiatus from Disney to run the New York State sales and training region for the Franklin-Covey organization, teaching productivity and sales skills to organizations such as Xerox, Kodak, and Bausch & Lomb.
Recognized for his training talent and sales skills, he rejoined Disney in 1996 to start and lead the consulting practice for the Disney Institute, Disney’s external training arm. Coordinating a team of designers, facilitators and sales people, Jake increased the consulting practice to over one-third of all Disney Institute’s business.
Integrated Loyalty Systems is a consulting firm that specializes in strategy development, cultural transformation, service development, process improvement, the physical architecture of service and leadership development around the theme of service excellence. Jake and his team have helped many organizations make successful cultural transformations including: University of Chicago Hospitals, Duke School of Medicine, BJC Healthcare (MO), Mayo Clinic, Ochsner Clinic (New Orleans), Washington Hospital Center, National Rehabilitation Hospital (DC), and Columbus Children’s Hospital. In addition, they have contributed to creating patient-centric architectural blueprints for organizations like the University of Colorado Hospitals and Jersey Shore University Medical Center. |
