Former Head of Training, Walt Disney University, and Best-Selling Author
Doug Lipp is on a crusade to help organizations strengthen their corporate culture, boost business performance, and unapologetically, have fun while doing it. Doug is a distinguished international consultant, eight-time author, and former head of training at the legendary Disney University.
30 Plus Years at Disney
Doug enjoyed a unique career with Disney, beginning in 1981. Doug quickly rose up the ranks after starting as an intern and eventually was chosen to help train visiting Japanese executives in this philosophy before Tokyo Disneyland (TDL) opened. For two years, Doug helped manage both the construction and operations phases of TDL, including hiring and training more than 4,000 Japanese employees. Doug later penned the first of eight books titled the Success of Tokyo Disneyland which addresses the effects of culture on business. After completion of TDL in 1983, Doug returned to Disney’s headquarters to lead corporate training initiatives. Not only was the company preparing to release its first-ever PG-rated movie, but it was also experiencing change in leadership, away from a family-led business. Doug continued to work at Disney’s corporate office during this period of new leadership and strategic growth. When Doug is hired to speak about “Disney,” “customer service,” and “change,” he brings an intimate perspective from a time of historical significance at Disney.
Doug decided to leave the Walt Disney Company to pursue his passion for researching and analyzing successful global corporations. After experiencing first-hand the successes and frustrations faced by international teams with the TDL project, Doug wanted to help other multi-national organizations facing issues related to international teamwork. Doug helped lead a private, Palo Alto-based consulting firm and think-tank called the Intercultural Relations Institute (IRI). Through IRI, Doug worked with international corporations, such as Procter & Gamble and Intel, to teach them to develop and implement strategies for better leadership and management of diverse teams of professionals in the growing global business arena.
After years of consulting Fortune 500 clients, Doug joined NEC, a major U.S.-based Japanese corporation. For the next seven years, Doug consulted NEC’s multi-national executives at their newly constructed semiconductor plant in Northern California. During this time, Doug also worked extensively with a local economic development group called SACTO (Sacramento Area Commerce and Trade Organization). As Chair of SACTO’s Pacific Rim Committee, Doug and the SACTO teams helped attract such companies as Kikkoman Soy Sauce, Gekkeikan Sake, and Mitsubishi Rayon to Sacramento, resulting in millions of direct-investment dollars and hundreds of jobs for the region’s economy.
G. Douglas Lipp & Associates
Doug established his own training and consulting firm. G. Douglas Lipp & Associates. In the early years, G. Douglas Lipp & Associates primarily provided corporate training programs for long-term service and leadership projects for several large U.S. and Canada-based clients. In 1994 and 1995, Doug tested the public’s interest in his wealth of Disney and Corporate America knowledge by conducting a series of public seminars. This success, along with two books on service excellence and leadership, led to demand for keynote speeches and his compelling message. Since 1995, Doug has given more than 1,500 keynote presentations to 500,000 attendees on five continents.
His most popular book is the best-selling Disney U: How Disney University Develops the World’s Most Engaged, Loyal, and Customer-Centric Employees. Through riveting examples and powerful, relevant stories about innovation, service, value and leadership, Doug pulls back the curtain and reveals the behaviors, tools and attitudes that are representative of cultural excellence at Disney and other great institutions. He also discusses common organizational traps that undermine companies and impede their ability to build a thriving and sustainable culture.
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. After his presentation, which includes experiential exercises and participant-centered activities, you will have a blueprint for creating and perpetuating a culture of significance unique to your organization.
DISNEY U: The Wonderful World of an Enduring Brand How Disney University Develops the World's Most Engaged, Loyal, and Customer-Centric Employees
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.
ORGANIZATIONAL CULTURE: It’s More Than a Coat of Paint--Lead the Way, Your Customers and Employees Will Follow
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.
CUSTOMER SERVICE/COMMUNICATION/ MOTIVATION:The Magic of Exceptional Customer Service: Never stop “Plussing” the Show--The Magic of Exceptional Customer Service
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.
CHANGE/CREATIVITY/INNOVATION: Even Monkeys Fall from Trees: Learn from Mistakes & Embrace Change--Even Monkeys Fall From Tress, Learn From Mistakes and Embrace Change
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.
GLOBAL COMPETITIVENESS/DIVERSITY: IT’S A SMALL, SMALL WORLD: The Globe is Shrinking. Is Your Business Expanding?--The Changing Face of Today’s Customer
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.
Event Moderator / Emcee / Facilitator / Host
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.
All Doug Lipp Books
Disney U: How Disney University Develops the World’s Most Engaged, Loyal, and Customer-Centric EmployeesPurchase Book
The Changing Face of Today's CustomerPurchase Book
"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 Manger, Pepsico
"Wow! Wow! and Wow!....pretty much sums up your presentation at the Tony Robbins' Personal Power Seminar. You were sensational!! I especially appreciated the fact that you customized a program to fit the needs of our audience. You did your homework and it showed! The audience loved your storytelling, unmistakable depth of knowledge and quick wit. You held their attention throughout the entire program. In short, Doug, you made us look good!!"
- Susan Love | President, Carlen Media Group
"Thank you for a wonderful learning experience. Your witty Disney experiences offer invaluable lessons in client service.Your references to our personal challenges made for a seamless presentation. You left the participants enlightened and energized".
- | Merrill Lynch
"Your presentation was top notch and extremely well received. I would heartily and without reservation recommend Doug to any organization interested in giving its employees a peek at the dividends of investing in exceptional customer service."
- | United States Air Force