Doug Lipp

Doug Lipp is a former head of training at the legendary Disney University and the bestselling author of Disney U: How Disney University Develops the World’s Most Engaged, Loyal, and Customer-Centric Employees. His experience designing and delivering the training programs that create Disney’s world-class culture gives him unmatched credibility on employee development, service excellence, and organizational culture.

The Man Who Trained Disney’s Workforce

Lipp spent years at Disney University helping develop the training methodologies and cultural philosophies that make Disney one of the most admired organizations on earth. He saw firsthand how Disney’s intentional approach to onboarding, training, and cultural reinforcement creates employees who genuinely embody the company’s values and deliver consistently exceptional guest experiences. He is a distinguished international consultant and eight-time author whose client list spans industries worldwide.

Building Cultures That Deliver Extraordinary Results

Lipp’s presentations are candid, passionate, and packed with behind-the-scenes Disney insights that any organization can apply to their own culture. His keynotes deliver proven strategies for building cultures of employee engagement and customer obsession, the Disney University approach to training and workforce development, creating workplaces where employees genuinely embody organizational values, and the leadership practices that build world-class service cultures from the inside out.

Lead the Way, Your Customers and Employees Will Follow

What is the magic of Disney? How can you duplicate it? Doug’s leadership experience at the Walt Disney University provides fascinating stories, unique insights, and invaluable lessons. Learn how legendary service is a delicate balance that attends to both the art and science needs of your employees and customers. “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 before are realizing the strategic importance of transforming their service into a market differentiator.

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. Service and attitude affect your bottom line. Doug’s active listening strategy, R.A.P.S. introduces techniques for improved communication, building internal and external relationships, and handling unpleasant confrontations. His well-known “Life as Tigger” story animates how employees can positively address intra-departmental strife. Doug shares Disney’s “SCSE” comprehensive service philosophy to illustrate how Disney achieves and maintains service excellence and loyalty. Other popular topics include Disney’s show business service language and concepts, including why the terms “on-stage and off-stage behavior”, “cast member”, and “costumes” encourage employees to put on their best “show” for the “guest”.

Even Monkeys Fall From Trees, 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 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 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 growth traps which include turf wars, hierarchical barriers and creative stagnation? Doug provides examples of how world-class leaders 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 addresses such topics as: 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.