• Toronto: 416.420.4525
  • Ottawa: 613.860.4525
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Douglas Lipp

Douglas Lipp

Former head trainer at The Walt Disney University shows how to achieve exceptional customer service and inspiring leadership.

What is the magic of Disney? Join Doug Lipp as he takes you on an entertaining and insightful journey, "behind the scenes," to discover both the secret of Disney's success and how it and other organizations have overcome spectacular challenges. As an internationally acclaimed expert on customer service, leadership, change and global competitiveness for over 30 years, Doug has inspired and challenged over 1000 audiences and 200,000 individual attendees. His combination of high-energy entertainment and thought-provoking lessons is contagious, motivating audiences around the world to maximize both personal and professional success.

Formerly the Head of Training at Disney's Corporate Headquarters, Doug provided the famous Disney University "Traditions" program and developed leadership courses for Disney executives. Pivotal in Doug's career with Disney was his experience in the mid-80's when the corporate culture changed from the arrogant: "We're the best; why change?" to the progressive: "Don't rest on your laurels" powerhouse corporation that Disney remains today. Doug found that even strong organizations, like Disney, must embrace change and be willing to innovate.

Fluent in Japanese, Doug was on the start-up team for Tokyo Disneyland, Disney's first international theme park. After leaving Disney, he co-founded, with a Stanford University professor, the Intercultural Relations Institute. Based upon his rich career at Disney, plus his work as an international consultant for some of the world's most admired corporations and business leaders, Doug explores the strategic necessity of why all companies must now think globally, and act locally. Learn how companies such as IBM, Starbucks, Procter & Gamble, Siemens and Intel have benefited from those lessons.

He is the author of numerous articles and seven books on leadership, customer service and international business, including his two most popular: "The Changing Face of Today's Customer: How to Attract and Retain a Diverse Customer and Employee Base." With a foreword by renowned business leader Peter Ueberroth, head of the US Olympic Committee and Ken Blanchard of One Minute Manager fame, "The Changing Face" addresses how businesses can thrive in this era of cultural diversity and global competitiveness. Doug's other most popular title is "Even Monkeys Fall from Trees: The Art and Science of Outstanding Customer Service" which focuses on a balanced approach to service, leadership and teamwork.

Doug customizes every keynote presentation or workshop to the client's specific needs. Known across corporate America and around the world for his captivating and humorous story-telling style of delivery, Doug challenges his audience to take action and get results!

Topics:

  • Even Monkeys Fall from Trees: Learn From Your Mistakes and Embrace Change - Lessons from Disney
    Even the best and the brightest make mistakes. However, the ability to deal with setbacks, and then bounce back in even stronger form is the hallmark of consistent market leaders. Join Doug as he takes you on a "behind the scenes" tour of the Walt Disney Company to learn about both its successes and how it overcame some spectacular obstacles by challenging the status quo and embracing change.
  • Lead the Way, Your Customers and Employees Will Follow
    Training your front line employees to provide great customer service is an awesome goal, but it breaks down if leadership doesn't model the desired attitude and behavior. Doug zeroes in on the concept of great leadership = great customer service, then reinforces his concepts with examples of strategies that worked and some that didn't, from Disney and other organizations.
  • The Changing Face of Today's Customer
    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. This session gives real-life examples that support the concept of think globally, but act locally, and is a "must" for groups that serve a culturally diverse customer base either domestically or internationally.
  • The Magic of Exceptional Customer Service
    Doug's Walt Disney University training experience provides fascinating stories, unique insights, and invaluable lessons. Learn how certain skills, attitudes and behavior contribute to exceptional performance to build, win, and keep market share. He includes an overview of his R.A.P.S. active listening model and his well-known "Life as Tigger" story.

References:

"You were clearly the 'class' of the program" UC Davis

"The approaches you shared will undoubtedly help our business communicate more effectively around the globe, ensuring the best service to customers worldwide" IBM

"Doug has a unique ability to captivate an audience with his delivery and humor while also communicating pertinent and relevant information" LaSalle Advisors


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  • Toronto, ON: 416.420.4525
  • Ottawa, ON: 613.860.4525
  • Vancouver, BC: 604.420.4545

Douglas Lipp speaker video