What is the magic of Disney? Join Doug Lipp as he takes you on an insightful and entertaining behind-the-scenes tour to show you the secret of Disney’s success and how it and other organizations have overcome immense challenges. An internationally recognized expert on customer service, leadership, managing change and global competitiveness, Doug’s high energy and thought-provoking style have motivated hundreds of thousands of people around the world to maximize personal and professional success.
By age 29, Doug Lipp was the head of the training team at the world-famous Disney University at Disney’s corporate headquarters. Fluent in Japanese, he was later on the start-up team for Tokyo Disneyland, Disney’s first international theme park. Pivotal in Doug’s Disney career was his experience in the mid-80s, when the corporate culture shifted from the arrogant, “We’re the best. Why change?” to the progressive “Don’t rest on your laurels” powerhouse corporation that Disney remains today. He found that even strong organizations, like Disney, must embrace change and be willing to innovate.
After leaving Disney, Doug co-developed an international consulting firm with a Stanford University professor to fulfill his passion for researching and analyzing successful global corporations. He helped multinational companies with international teamwork issues, teaching diverse teams of professionals how to better compete in the global marketplace.
Doug is the author is of numerous articles and eight books on leadership, customer service and international business. His latest book, Disney U: How Disney University Develops the World’s Most Engaged, Loyal, and Customer-Centric Employees is full of never-before-told stories offering timeless lessons from Disney’s legendary leaders. His other popular titles include The Changing Face of Today’s Customer: How to Attract and Retain a Diverse Customer and Employee Base and Even Monkeys Fall From Trees: The Art and Science of Outstanding Customer Service.
Famous for his learn-by-doing approach, Doug, a masterful storyteller, will lead you through a journey of experiential exercises, participant-centered activities and eye-opening behind-the-scenes stories from his career at Disney and as a consultant to Fortune 500 corporations. Through his captivating and contagious style, Doug challenges audiences worldwide to change or perish.
To book Doug Lipp call Executive Speakers Bureau at 901-754-9404.
DISNEY U: How Disney University Develops the World's Most Engaged, Loyal, and Customer-Centric Employees
How did Walt Disney create “The Happiest Place on Earth?” What are the secrets behind Disney’s legendary employee development dynasty and how does it reinforce organizational values, culture and brand. Learn how Disney continues to capture the hearts and minds of thousands of employees around the world through an unwavering devotion to the core values established by Walt himself. Doug’s career working directly with Disney visionaries, combined with his recent interactions with Disney legends while writing Disney U, provides the backdrop for intriguing never-before-told stories. Doug shares how the Disney University remains relevant—more than fifty years after its founding – and why these leadership lessons are more important now than ever before.
Lead the Way, Your Customers and Employees Will Follow
Exceptional customer service breaks down if leadership doesn’t model the desired attitude and behavior. Doug examines the concept that great leadership equals great customer service, then reinforces those concepts with examples of successful strategies from Disney and other organizations. Management is responsible for building a strong team by leading by example. However, few people are natural born leaders. Doug’s presentation demonstrates how an extraordinary attitude and communication style can transcend the organization and make a difference. While front-line employees take care of the external customer, the leadership team is responsible for taking care of the internal customer. The strongest organizations have leaders who role-model attitudes and behaviors that inspire heightened productivity, as well as maximize both personal and professional success.
The Magic of Exceptional Customer Service
What is the magic of Disney? How can you duplicate it? Through Doug’s leadership experience at the Walt Disney University, he offers fascinating stories, unique insights, and invaluable lessons that can be applied to any organization. Learn how legendary service is a delicate balance between art and science.. “Doing the ordinary in an extraordinary fashion” isn’t rocket science; customer service excellence should be ingrained in the culture of every company. In this ever-changing economy, more companies than ever are realizing the strategic importance of transforming their service to differentiate themselves from competitors.
Even Monkeys Fall from Tress, Learn From Mistakes and Embrace Change
Even the best and the brightest make mistakes. However, the ability to deal with setbacks, then bounce back even stronger is the hallmark of market leaders. Join Doug as he takes you on a behind-the-scenes tour of the Walt Disney Company to learn about its successes and how it overcame spectacular obstacles by challenging the status quo and embracing change. Successful organizations embrace the attitude of “change or perish” and are willing to reinvent themselves. How do the best organizations overcome obstacles to growth, which include turf wars, hierarchical barriers and creative stagnation? Doug provides examples world-class leaders that have eliminated these barriers to improvement and enthusiastically embraced change. The world is changing; are you?
Beyond Stuck in the Middle Seat™
Welcome Change & Take Control
What’s the worst place in an airplane? The middle seat! Why? You’re literally stuck in a rotten place, possibly for a long time, and you can’t do anything about it. Or can you? During this presentation, Doug uses the middle seat as a metaphor for what happens to all of us in life. How do you deal with unfortunate situations? When in a situation that you “can’t control,” what options do you actually have? This entertaining and thought-provoking presentation covers a range of topics, including Creative Problem Solving, Work-Life Balance, Stress Management and Career Development. Join Doug for some fun as he addresses everything from life-on-the-road horror stories to dealing with organizational change.
The Changing Face of Today’s Customer
The globe is shrinking….is your business expanding? All companies that expand globally or provide products to culturally diverse customers run into problems. Learn what companies such as IBM, Starbucks, Procter & Gamble, Intel and Disney have discovered (often the hard way) and how you can benefit from those lessons. Doug gives real-life examples that support the concept of “think globally, but act locally.” This presentation is a must for groups that serve a culturally diverse customer base, either domestically or internationally.
Just a big, huge thank you for helping us have the BEST EVER conference. We could not have done it without you! I really appreciate your thorough preparation with our speakers, and with us. We have some pretty challenging content, believe me, I know, and you were very comfortable with it. Your personal comments about each speaker, made you a facilitator, not an introducer. Some internal speakers were nervous...but your involvement in their sessions made them shine. I'm still amazed how you coaxed the ear-to-ear grin from one of our quieter experts. Your asides and chosen quotes reinforced our message skillfully and provocatively. Again, thanks to the BEST EVER!
Doug is one of the most entertaining and dynamic speakers I have ever seen. He was the keynote speaker at one of our major supplier events and he delivered a valuable message to our guests that support the message we were trying to convey on customer service and support. I would recommend Doug to any organization looking to wake up an audience and have them learn practical advice and changes from the master.
Doug was truly an inspiration across our management community. His message about change resonated exceptionally well and brought our mindsets to a new holistic level many had not previously considered. He then took us to a very personal level of understanding how we as individuals can take control and implement our own actions for success.
Attached you will find the post meeting survey results for your presentation. It should make you very happy to know that this segment received the highest rating! Thank you so much for your time a dedication to creating a high impact presentation that the audience clearly loved! It was truly a pleasure working with you both! You really did a fantastic job relating your message to examples our team members could easily follow and relate to. Thank you for a great presentation.
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