Douglas Lipp

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.

Doug Lipp, an internationally acclaimed expert and author on customer service, leadership and global competitiveness, motivates and challenges audiences around the world as a consultant and speaker. Doug has spent over 25 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 also worked at Disneyland where he provided the well-known "Traditions" orientation program and other leadership courses. Doug was fast-tracked into management after extensive training in all aspects of theme park operations. During these years, Doug found that even strong organizations like Disney must embrace change and be willing to innovate.

Fluent in Japanese and with a Master's degree in International Business Communication, Doug was on the start-up team for Tokyo Disneyland, 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 U.S. and abroad.

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.

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.

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.

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