Doug Lipp is an internationally acclaimed speaker, author and consultant on customer service, leadership, change management and global competitiveness. His thought-provoking, learn-by-doing presentation style has motivated hundreds of thousands of people around the world to maximize personal and professional success. Doug is the author of numerous articles and eight books on leadership, customer service, and international business. Through his captivating and contagious style, Doug challenges audiences worldwide to change or perish. By age 29, Doug was the head of the training team at the world-famous Disney University at Disney’s corporate headquarters. After leaving Disney, Doug co-developed an international consulting firm with a Stanford University professor, teaching diverse teams of professionals how to better themselves in the marketplace.
Lessons from Disney U: The Wonderful World of an Enduring Brand
Disney stands the test of time as the ultimate icon of applied imagination. How did Walt Disney create “The Happiest Place on Earth?” What are the secrets behind its employee development dynasty? How does it reinforce its organizational values, culture and brand on a day-to-day basis? During this animated and high-energy program, you’ll learn how Disney continues to capture and inspire the hearts and minds of thousands of employees around the globe through an unwavering devotion to the core values established by Walt himself. Learn how Disney University Founder Van France has brought to life — for generations of employees —Walt’s timeless values of Innovate, Support, Educate and Entertain.
Organizational Culture: It’s More Than a Coat of Paint
Leaders build the culture, live the culture and reinforce the culture every single day. Leadership has always set the tone within an organization, but today there’s growing consensus that a winning, sustainable culture is only achieved when it is “actively” steeped throughout the entire organization. In this program, Doug persuasively demonstrates that organizational culture is much more than a coat of paint daubed on the walls of a building. Culture is the cornerstone of success and supports your business performance and all operations. As such, it’s uniquely yours and almost impossible for competitors to copy.
Even Monkeys Fall from Trees: Learn from Mistakes and Embrace Change
The best and the brightest make mistakes. However, the ability to learn from setbacks, then bounce back even stronger is the hallmark of market leaders. Join Doug as he discusses Walt Disney’s unrivaled focus on creating one of the strongest teams of dreamers and doers in the world. “Change or perish” defines the innovative Disney culture. Doug takes you behind-the-scenes to discover how Disney pushed through obstacles by relentlessly challenging the status quo in literally every corner of the company.
The Magic of Exceptional Customer Service: Keep Plussing the Show
How has Disney managed to keep its employees and customers so fiercely devoted to the brand? How has it managed to continually top the charts as one of the world’s most loved brands? How can you learn from its practices to catapult your organization’s service strategies to even higher levels? Learn the four components that are at the heart of Disney University: Innovate. Support. Educate. Entertain. Discover 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 must be ingrained throughout your culture. In this ever-changing economy, more companies than ever are realizing the strategic importance of transforming their service culture to differentiate themselves from competitors.
It’s a Small, Small World: The Globe is Shrinking. Is your Business Expanding?
Walt Disney had it right all those years ago … “it is a small world.” And guess what? It’s getting even smaller! Mobility and greater access to multicultural markets is heralding in exciting, new opportunities for organizations willing to raise their diversity IQ. In this powerful and cutting-edge presentation, Doug Lipp shows that regardless of whether your organization is selling globally, the face of the customer is changing. Gone are the days of managing or marketing to a homogenous group. Customer groups, employees, channel partners, and shareholders now represent different cultures, generations, and ways of thinking. Organizations must adjust— or be willing to lose—in their global battle for market share.
The Art of Customer Service and Leadership
Thank you for all you did to motivate our managers and crew during our recent CMOR. I enjoyed hearing about your experiences with Disney U … there were so many relevant connections to the work that our teams do every day. I have no doubt that everyone left your presentation feeling engaged and empowered to improve the customer experience they provide. I thank you for that.
Thanks for bringing your inspiring message to Mutual of Omaha last week! The feedback from your session has been glowing. Your message was spot on — very timely and relevant for where we are on our strategic journey. Thanks for lending your time and talents to our organization.
I wanted to personally let you know how incredible your program was for our participants. When asked how willing are you to recommend this program, ALL of our participants gave you the top score. Our boss was only supposed to stay for the first 10-15 minutes but your content so registered with her she made the choice to stay. That’s how powerful you were in delivering the right message in a compelling way and entertaining fashion.
Thank you for taking the time to pull together the content and the stories that achieved that level of resonance. I appreciate the amount of caring and time you placed on this to ensure we hit a home run. I would not be surprised if you get a call to come in for other programs and am thrilled to have been a part of your AT&T story.