Doug Lipp is an internationally acclaimed expert and distinguished consultant on customer service, leadership and diversity, who motivates, challenges and inspires audiences through his keynote presentations. Doug has spent over 30 years working from the front lines to the boardrooms of corporations around the world.
Formerly the Head of Training at Disney Studio's Walt Disney University, Doug Lipp also worked at Disneyland where he provided the well-known “Traditions” orientation program and other leadership courses. Pivotal in Doug's career with Disney was his experience in the mid-1980s 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 it remains today.
Join Doug 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.
Fluent in Japanese, Doug Lipp was on the start-up team for Tokyo Disneyland, working in Japan for two years creating Disney's first international theme park. Both when he worked for NEC Electronics and currently in his private consulting practice, Doug addresses the topics of global and domestic customer service, leadership and cultural diversity with his clients in the USA, Europe, Middle East, Africa and Asia.
He is the author of eight books including his best-seller Disney U: How Disney University Develops the World's Most Engaged, Loyal, and Customer-Centric Employees, plus The Changing Face of Today's Customer, which proclaims the use of cultural sense in addition to common sense — endorsed by prestigious business leader Peter Ueberroth and One Minute Manager co-author, Ken Blanchard — he is also the author of Even Monkeys Fall From Trees, about the balance of art and science for outstanding customer service.
Creating Cultures of Significance
Candid. Passionate. Relevant. Doug Lipp is on a mission to help organisations strengthen their corporate culture, boost performance, amplify employee morale, and un-apologetically, have fun while doing it.
Doug is one of the most trusted and respected business speakers and coaches in the world and is sought after for his expertise in helping organisations build adaptive, world-class service cultures that fuel growth and long-term success. He is a distinguished, best-selling author and former head of training team at the legendary Disney University corporate headquarters. He has established a career and shaped an industry around the idea that culture is the pre-eminent factor driving business success. Doug's speaking engagements are customised to each audience, but typically revolve around the following topics:
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 organisational values, culture and brand on a day-to-day basis? During this animated and high-energy keynote speech, 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.
Organisational 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 organisation, but today there's growing consensus that a winning and sustainable culture is only achieved when it is 'actively' steeped throughout the entire organisation. In this program, Doug persuasively demonstrates that organisational 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
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 organisation'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 realising the strategic importance of transforming their service culture to differentiate themselves from competitors.
Even Monkeys Fall From Trees
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 unrivalled 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
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 organisations willing to raise their diversity IQ. In this powerful and cutting-edge presentation, Doug Lipp shows that regardless of whether your organisation 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. Organisations must adjust— or be willing to lose—in their global battle for market share.
Your presentation was top notch and extremely well received. I would heartily and without reservation recommend Doug Lipp to any organisation interested in giving its employees a peek at the dividends of investing in exceptional customer service.
You were sensational!! I especially appreciated the fact that you customized a program to fit the needs of our audience. You did your homework and it showed! The audience loved your storytelling, unmistakable depth of knowledge and quick wit. You held their attention throughout the entire program. In short, Doug, you made us look good!!
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.
Thank you so much for your great presentation! We've gotten informal feedback that the CMOs really enjoyed it. We really appreciate all the customisation you did for our group; it really enhanced the presentation. And the exercises worked really well.
Doug Lipp was fantastic and a perfect fit for us! His presentation was extremely well-received and his key messages resonated throughout the full conference. He was a pleasure to work with and took the time to get to know our company before his keynote address. Such attention to detail is appreciated!
Words cannot explain how perfect you were! Just brilliant! Our president may be interested in bringing you in sometime in the future to talk to our merchants. Outstanding job! Thank you for everything!
Doug Lipp 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!
We launched our global customer service strategy last fall with our executive team and Doug Lipp was one of our keynote speakers. He was spectacularly effective in setting the right tone and delivering the message that employee and customer engagement drive revenue and brand loyalty.
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