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 Monkeys Fall From Trees, about the balance of art and
science for outstanding customer service.
Customer Service, Leadership and Communication:
"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.
Global Business and Diversity:
"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.
Leadership and Teamwork:
"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.
Change Management, Innovation and Creativity:
"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.
