Doug Lipp is on a crusade to help organizations strengthen their corporate culture, boost business performance, and unapologetically, have fun.
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.
Doug was catapulted, at the age of 29, to the helm of the employee training team at Disney. Fluent in Japanese, Doug helped Disney start its first international theme park as a member of the Tokyo Disneyland opening 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.
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.
Creating Cultures of Significance
Candid. Passionate. Relevant. Doug Lipp is on a mission to help organizations strengthen their corporate culture, boost performance, amplify employee morale, and unapologetically, 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 organizations build adaptive, world-class service cultures that fuel growth and long-term success. He is a distinguished, bestselling author and former head of training team at the legendary Disney University corporate headquarters. Doug has established a career and shaped an industry around the idea that culture is the preeminent factor driving business success.
Doug’s speaking engagements are customized 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 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.
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 andscience. “Doing the ordinary in an extraordinary fashion” isn’t rocket science; customer service excellence must be ingrained throughout your culture. In this constantly 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 & EMBRACE CHANGE
The best and 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 of those years ago … “it’s a small world after all.” 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 shows that even for organizations not 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 way of thinking. Organizations must adjust, adapt … or perish when battling for market share.
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 perofrmance and all operations. As such, it’s uniquely yours and almost impossible for competitors to copy.
CONFERENCE MODERATOR: ENGAGING EXECUTIVES PANELISTS & AUDIENCE
DOUG BECOMES PART OF THE MEETING PLANNER TEAM
Successful conferences are a combination of tireless planning plus the ability to react on-the-fly. Doug is skilled at both, as you will see from his client testimonials. Doug’s pre-event activities range from coaching presenters and panel members to visiting conference sites with meeting planners. During the conference, Doug is 100 percent engaged. His consulting and facilitating background adds a whole new level of detail and professionalism even when he is introducing speakers. He is much more than an emcee.
“Doug is charismatic and knows how to keep the audience’s attention. His perspective comes not only from experience but a deep understanding on how to put a positive spin on customer service. Put into practice, this approach truly motivates staff to implement these methods that have such a great impact and lasting impression on the client. He provides you with concrete ways to incorporate this into your everyday. Leaving this session, I felt revitalized and inspired to go and reinvent myself!”
Great West Life Assurance- Eastern Canada
“In all my years of event planning, I have never seen a speaker do such an excellent job integrating our strategy and messaging into their presentation – it is typically an after-thought. You clearly had our best interest at heart! And the feedback is outstanding.”
“Your presentation, “The Magic of Customer Service,” exceeded my expectations. That is a true indication of customer satisfaction. I heard many positive comments; such as, “This was the best presentation I have ever attended,” “It was well worth my time.” It was a pleasure working with you and your staff. You were very flexible in tailoring the presentation to the mixture of functional groups that would be attending the seminar.”
Philips Medical Supplies (ADAC Labs) -Belgium
“The extended leadership team was very pleased with your performance and found it to be exactly what we were looking for.”
Siemens Health Services
“Doug’s presentation exceeded expectations – he was just the right ingredients for a service excellence recipe, and one for which our leaders were hungry. He was very easy to work with.”
”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 guest 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!!!”
“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.”
A T & T
Acura Automobile Division
BlueCross BlueShield (State programs) x2
Boston Pizza Int-l-Canada
California Grocers Association
City of Sacramento
Ernst & Young
Kentucky Association of Realtors
McDonalds – All Staff USA
Ontario Hospital Assoc. (x2)-Toronto
Ontario Teachers’ Pension Plan
Pepsi Bottling Group
Verizon Wireless (x2)
Whistler Chamber of Commerce (x2)-Vancouver