Doug
Lipp
What
is the Magic of Disney?
Managing Customer Relationships and Global Competitiveness
About
Doug Lipp
Doug Lipp, an
internationally acclaimed expert on customer service,
leadership and diversity, 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. 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 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 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 U.S. and abroad.
He is the author
if 6 books including his most recent book The Changing Face of
Today’s Customer, which proclaims the use of “cultural sense” in addition to common sense. It is
endorsed by prestigious business leader Peter Ueberroth and
One Minute Manager co-author, Ken Blanchard. He is also the
author of Even Monkey Fall From Trees, about the balance of
art and science for outstanding customer service.
The audience reaction is
amazing. Emotions are surfaced, barriers fall, and the
audience becomes open to change their own way in dealing
with daily personal as well as professional challenges.
Feedback cites that the audience members learn to look at
challenge from a different perspective. Mountains don't seem
as tall as before, and trivialities in life lose their
importance, leading the listener to focus on more important
professional and personal issues.
Doug's Topics
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.
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.
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 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.
What some
clients had to say:
"I
would like to commend you on your pre-event research. I know
that until we first spoke, you were not familiar with
Remedy. However, anyone hearing your presentation would
assume that you were a long term Remedy employee due to the
skillful way you meshed our company culture, vocabulary, and
methods into your own presentation." Andrew
Hauser, Director of Communications, Remedy Intelligent
Staffing
"You
addressed audiences ranging from front-line employees to
management and did a great job of adjusting your approach
and messages to each." Chris
Gipson, Senior HR Manager, Pepsico
KEYNOTE FEE CATEGORY:
$15,000*
* Honorarium can
vary depending on presentation length, distance to venue and many
other factors.
All fees are plus travel expenses and subject to
change, so please call for an exact quote.
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