About Doug Lipp - Speaker on Leadership, Customer Service and Change:
Candid. Passionate. Relevant. Doug Lipp is on a crusade to help organizations strengthen their corporate culture, boost business performance, and unapologetically, have fun while doing it.
Doug is a distinguished international consultant, eight-time author, and former head of training at the legendary Disney University. His latest book is the best-selling Disney U: How Disney University Develops the World’s Most Engaged, Loyal, and Customer-Centric Employees.
At age 29, Doug’s celebrated talent catapulted him to the helm of the legendary Disney University training team at Walt Disney corporate headquarters. Fluent in Japanese, Doug also helped Disney open its first international theme park as a member of the Tokyo Disneyland start-up team.
Drawing on his 30 plus years of combined experience at Disney and in private practice, Doug inspires and challenges hundreds of organizations worldwide. In presentations, he shares how Disney overcame spectacular strategic challenges to unleash one of the most improbable success stories in corporate history.
?Through riveting examples and powerful, relevant stories about innovation, service, value and leadership, Doug pulls back the curtain and reveals the behaviors, tools and attitudes that are representative of cultural excellence at Disney and other great institutions. He also discusses common organizational traps that undermine companies and impede their ability to build a thriving and sustainable culture.
What Doug Lipp Talks About:
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? And 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. Doug’s career working directly with Disney visionaries, and at the helm of the legendary Disney University training team, provides the backdrop for powerful, intriguing and imagination-sparking stories.
Join Doug as he takes you and your team on an awakening and insightful journey “behind the scenes” to discover the powerful secrets of Disney’s legendary success. Learn how it overcame spectacular challenges to unleash one of the most improbable success stories in corporate history. And discover how your organization can apply these potent lessons in leadership, teamwork and innovation, to catapult your company to the next level.
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. 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. It can be your organization’s greatest competitive advantage yielding engaged employees, loyal customers, high earnings and sustainable market share. Or conversely, it can be a recipe for anemic growth, missed revenue projections and high employee turnover.
Through riveting examples and powerful, relevant stories about innovation, service, value and leadership, Doug pulls back the curtain and reveals the behaviors, tools and attitudes that are representative of cultural excellence at Disney and other great institutions. He also outlines common organizational traps that undermine companies and impede their ability to build a thriving and sustainable culture.
The Magic of Exceptional Customer Service
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.
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.
Is it time to bust wide open the creativity in your organization? This is your opportunity to step back, gain perspective, build a winning game plan, and unleash the potential of your employees.
Beyond Stuck in the Middle™: Welcome Change and 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 turn setbacks into opportunities for growth? When in a situation that you “can’t control,” what possibility options do you have?
Join Doug for some fun as he addresses how to get unstuck and unleash the power to conquer “cirrhosis of the enthusiasm.”
It's a Small, Small World: The Globe is Shrinking. Is Your Business Expanding
Walt Disney had it right all those years ago … “it’s a small world after all.” And guess what? It’s getting even smaller! Mobility and greater access to multicultural markets is heralding exciting, new opportunities for organizations willing to raise their diversity IQ.
In this powerful and cutting-edge presentation, Doug shows that even for organizations not selling globally, the face of the customer is changing. Gone are the days of managing or marketing to a homogeneous group. Customer groups, employees, channel partners, and shareholders now represent different cultures, generations, and ways of thinking. Organizations must adjust, adapt … or perish when battling for market share.
This presentation is a must for groups that serve a culturally diverse customer base, either domestically or internationally.
Doug’s messages were spot on and were very effective in weaving our themes throughout them. We had tremendous feedback from the participants. His speech provided important context for our messages. It was very good to work with him and I appreciate the time he spent upfront preparing for the session.
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