Former Walt Disney University Trainer, Customer Service and Leadership Expert
Build the Culture. Live the Culture. Differentiate!
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.
Consistently ranked as one of the best presenters every time he speaks, Doug painstakingly researches and customizes each of his presentations. He underscores how a company’s current culture is affecting its business, and then provides insights and actionable ideas on how they can build an even better business based on leadership, teamwork and innovation. After his presentation, which includes experiential exercises and participant-centered activities, you will have a blueprint for creating and perpetuating a culture of significance unique to your organization
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.
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.
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.
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.
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.
Recent Publications by Douglas Lipp
Disney U: How Disney University Develops the World's Most Engaged, Loyal, and Customer-Centric Employees
The Changing Face of Today's Customer
Danger and Opportunity
Even Monkeys Fall from Trees
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.
SENIOR EXECUTIVE, LEADERSHIP DEVELOPMENT, AT&T
Doug is a master story teller! He joined our Mercedes-Benz leadership retreat to share some Disney magic surrounding the customer experience. His deep insights into the culture and delivery of customer care had our senior leaders challenged and engaged! A great speaker!
PRESIDENT & CEO, MERCEDES BENZ
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.
Doug spoke to roughly 800 employees at our Annual Management Training Conference. He discussed the importance of providing superior customer service in everything you do. Doug did a great job, was very easy to work with and made an impact on the audience. We were glad he could join us! SR.
EXECUTIVE, JONES LANG LASALLE
Thank you and your team for a wonderful learning experience. You have definitely made a positive impact on me and my Client Associates. Your witty Disney experiences offer invaluable lessons in client service. Your references to the challenges that Merrill Lynch and its Client Associates face made for a seamless presentation. You left the participants enlightened and energized!
SENIOR EXECUTIVE, MERRILL LYNCH
I had the pleasure to work with Doug at our PTDM event. Not only was it a pleasure to work with Doug and his team during the preparation of the event but Doug did an AMAZING performance on stage keeping our 300 guests sitting on the edge of their chair with a FANTASTIC message that resonated very well with our event. Everyone agrees that Doug's performance was OUTSTANDING!!!
Doug was our keynote speaker at our all employee meetings. He did a fantastic job at customizing his presentation to our company's theme of a "Culture of Service". He talked about lessons from Disney on transformation, teamwork and growth. He was enthusiastic, engaging and interacted well with the audience. We received very positive feedback from our employees and are looking to bring him back in the near future for a leadership training.
ADMINISTRATIVE MANAGER, BLUE CROSS BLUE SHIELD
I've worked with Doug numerous times - recommending him and later hiring him myself for events. What stands out most to me about Doug is that he WANTS to get it right. With Doug, you never get a canned speech. He tailors the message he is delivering to your organization or group and asks questions to get to know the goals of the event and the audience he is speaking to. I highly recommend having Doug speak to any group and his staff is great to work with. They are easy going, responsive, and practice what they preach.
PLATFORM MANAGER, GSA DIVISION, U.S. GOVERNMENT
Doug was the closing speaker at our national sales convention. The audience contained hundreds of sales professionals and Doug kept everyone engaged and attentive with his lessons from Disney University on how to build and maintain a customer-centric culture. If you are looking for an excellent speaker to bring a customer focus to your sales organization look no further than Doug Lipp.
IDIRECTOR OF SALES, THERMO FISHER
We all enjoyed the speech you gave to the dealers. We appreciate that you visited some of our dealerships and got to know the "ins and outs" of our business firsthand! Every one of my staff members found Doug Lipp's closing comments extremely beneficial and added value.
SR. VP, DEERE & COMPANY
We were thrilled to have Doug present at our General Manager's conference. Doug was incredible, drawing on his experiences and tools used to inspire teams at Disney as the base for a first-class presentation on leadership. He also took the time to familiarize himself with our business, strategy, core values, themes throughout his presentation. He was entertaining, dynamic and enlightening, and we would absolutely recommend him to any company looking to inspire their leadership teams.
NATIONAL DIRECTOR, SALES & OPERATIONS, BEST BUY
We appreciated your participation in our event, not just your presence, but your preparation, insight, and the energy that you brought. We have received numerous comments on how your presentation was a personal highlight for many. You are a true professional and wish you continued success. From this point forward you are an honorary member of the Smith's team, and I hope our friendship continues."
REGIONAL VP, KROGER FOODS