Douglas Lipp

Formerly the Head of Training at Disney's Corporate Headquarters, Doug delivers the message that changing culture from "We're the best; why change?" to the progressive: "Don't rest on your laurels!" mentality continues to be the mainstay for organizations

Programs

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.

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.

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, 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.

Speaker Information

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 has 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.

Douglas Lipp

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Testimonials

"The key to your successful presentation was your ability to blend an important message with an approach which is effective to an international audience. The examples you shared from your days with Disney in Japan and the U.S. made your message all the more enjoyable."

- IBM

"Thank you for a wonderful learning experience. Your witty Disney experiences offer invaluable lessons in client service.Your references to our personal challenges made for a seamless presentation. You left the participants enlightened and energized".

- Merrill Lynch

"Your engaging style and personal experience supported your key topics of communication, leaerhip and the need for constant change. We are in a hugely competitive market and your stories of how Disney differentiated itself from the competition were inspiring to all."

- Pepsico