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Doug Lipp

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Expert In Customer Service, Global Competitiveness & Author of Disney U

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1-973-313-9800

3 Video(s) By This Presenter

Doug Lipp – Simplify The Complex
Doug Lipp – 16 Squares
Doug Lipp – Expert In Customer Service

6 Programs By This Presenter

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.

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 performance and all operations. As such, it’s uniquely yours and almost impossible for competitors to copy.

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 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 realizing the strategic importance of transforming their service culture to differentiate themselves from competitors.

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 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.

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 organizations willing to raise their diversity IQ. In this powerful and cutting-edge presentation, Doug Lipp shows that regardless of whether your organization 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. Organizations must adjust— or be willing to lose—in their global battle for market share.

Audiences and guest speakers immediately connect with Doug’s relaxed,-yet informed style and ability to think on his feet. His many years of business experience and consulting gives Doug the ability to engage with people from all business backgrounds. Doug’s skill as a professional speaker, humorous story-teller, interviewer and facilitator ensures your conference objectives are met with just the right amount of humor and interaction to keep the message fresh and memorable.

Topics and Expertise

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Reviews

I wanted to personally let you know how incredible your program was for our participants. When asked how willing are you to recommend this program, ALL of our participants gave you the top score. Our boss was only supposed to stay for the first 10-15 minutes but your content so registered with her she made the choice to stay. That’s how powerful you were in delivering the right message in a compelling way and entertaining fashion. Thank you for taking the time to pull together the content and the stories that achieved that level of resonance. I appreciate the amount of caring and time you placed on this to ensure we hit a home run. I would not be surprised if you get a call to come in for other programs and am thrilled to have been a part of your AT&T story.

— SENIOR EXECUTIVE, LEADERSHIP DEVELOPMENT, AT&T

Doug 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!

— PRESIDENT & CEO, MERCEDES BENZ

Thank you for all you did to motivate our managers and crew during our recent CMOR. I enjoyed hearing about your experiences with Disney U … there were so many relevant connections to the work that our teams do every day. I have no doubt that everyone left your presentation feeling engaged and empowered to improve the customer experience they provide. I thank you for that.

— COO, MCDONALD’S

“Doug surpassed all of our expectations. The audience was totally captivated by him and the way he compared his experiences and the challenges/opportunities for the Blues, especially in National Accounts. I heard so many positive comments about him throughout the week. His mantra “Good Show” hit home with everyone. Bravo!!”

— BLUE CROSS BLUE SHIELD ASSOCIATION

“Doug was excellent. He did a perfect job of integrating just enough information about Nelnet and perfectly tied the presentation together with our core values. Doug’s presentation was one of the highlights of the meeting.”

— NELNET, INC.

“Doug was fantastic! Very engaging and relevant to our profession. We received nothing but positive feedback. Thank you for your role in making our event such a success.”

— CAPPO

“Great, fantastic, Doug Lipp alone was worth the price of admission, Could have listened to Doug all day…just a few comments from our conference attendees in Orlando 2015!! Doug was a hit, first class all the way, with interest in our conference with prep ahead of time. Thanks so much!!”

— EDUCATION CREDIT UNION COUNCIL
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