LIPP |Doug Lipp
Customer Service and Global Competitiveness Expert
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. Doug Lipp, an internationally acclaimed expert on customer service, leadership and global business, 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, and has been a featured guest on National Public Radio and Bloomberg News. 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.
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. 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 of numerous articles and five books on leadership, customer service and international business, including his most recent: The Changing Face of Today’s Customer: How to Attract and Retain a Diverse Customer and Employee Base. With a foreword by renowned business leader Peter Ueberroth, head of the 1984 Los Angeles Olympics and Ken Blanchard of One Minute Manager fame, The Changing Face addresses how businesses can be more responsive to the growing number of foreign national customers and employees both in North America and internationally.
SPEECH TITLES AND DESCRIPTIONS
How Disney University Develops the World’s Most Engaged, Loyal, and Customer-Centric Employees
How did Walt Disney create “The Happiest Place on Earth?” What are the secrets behind Disney’s legendary employee development dynasty and how does it reinforce organizational values, culture and brand. Learn how Disney continues to capture the hearts and minds of thousands of employees around the world through an unwavering devotion to the core values established by Walt himself. Doug’s career working directly with Disney visionaries, combined with his recent interactions with Disney legends while writing Disney U, provides the backdrop for intriguing never-before-told stories. Doug shares how the Disney University remains relevant—more than fifty years after its founding – and why these leadership lessons are more important now than ever before.
Lead the Way, Your Customers and Employees Will Follow
Exceptional customer service breaks down if leadership doesn’t model the desired attitude and behavior. Doug examines the concept that great leadership equals great customer service, then reinforces those concepts with examples of successful strategies from Disney and other organizations. Management is responsible for building a strong team by leading by example. However, few people are natural born leaders. Doug’s presentation demonstrates how an extraordinary attitude and communication style can transcend the organization and make a difference. While front-line employees take care of the external customer, the leadership team is responsible for taking care of the internal customer. The strongest organizations have leaders who role-model attitudes and behaviors that inspire heightened productivity, as well as maximize both personal and professional success.
The Magic of Exceptional Customer Service
What is the magic of Disney? How can you duplicate it? Through Doug’s leadership experience at the Walt Disney University, he offers fascinating stories, unique insights, and invaluable lessons that can be applied to any organization. Learn 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 should be ingrained in the culture of every company. In this ever-changing economy, more companies than ever are realizing the strategic importance of transforming their service to differentiate themselves from competitors.
Even Monkeys Fall From Tress, Learn From Mistakes and Embrace Change
Even the best and the brightest make mistakes. However, the ability to deal with setbacks, then bounce back even stronger is the hallmark of market leaders. Join Doug as he takes you on a behind-the-scenes tour of the Walt Disney Company to learn about its successes and how it overcame spectacular obstacles by challenging the status quo and embracing change. Successful organizations embrace the attitude of “change or perish” and are willing to reinvent themselves. How do the best organizations overcome obstacles to growth, which include turf wars, hierarchical barriers and creative stagnation? Doug provides examples world-class leaders that have eliminated these barriers to improvement and enthusiastically embraced change. The world is changing; are you?
Beyond Stuck in the Middle Seat™ Welcome Change & Take Control
What’s the worst place in an airplane? The middle seat! Why? You’re literally stuck in a rotten place, possibly for a long time, and you can’t do anything about it. Or can you? During this presentation, Doug uses the middle seat as a metaphor for what happens to all of us in life. How do you deal with unfortunate situations? When in a situation that you “can’t control,” what options do you actually have? This entertaining and thought-provoking presentation covers a range of topics, including Creative Problem Solving, Work-Life Balance, Stress Management and Career Development. Join Doug for some fun as he addresses everything from life-on-the-road horror stories to dealing with organizational change.
The Changing Face of Today’s Customer
The globe is shrinking….is your business expanding? 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. Doug gives real-life examples that support the concept of “think globally, but act locally.” This presentation is a must for groups that serve a culturally diverse customer base, either domestically or internationally.