ORGANIZATIONAL CULTURE: It’s More than a Coat of Paint

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?
Through Doug’s leadership experience at the helm of training at Disney University, he offers answers to these questions. He also reveals fascinating stories, unique insights, and invaluable lessons that can assist your organization in finding and mastering its own special brand of magic.
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.
What’s your magic? How can you create a culture of significance? Get ready to come to the edge of your seats as you discover this, and more, during this thought-provoking and powerful presentation brought to you by the best customer service keynote speaker, Doug Lipp.

Doug Lipp’s riveting narratives reveal how Van and other Disney visionaries set the stage for a world-class organization by skillfully balancing both “people’ and technology.”
DEBI AUBEE, Vice President of Sales, Bose Corporation

You can dream, create, design and build the most wonderful place in the world, but it requires people to make the dream a reality.

– Walt Disney

CROWD–PLEASING TITLES
Popcorn Empowerment

Turning Employees into Superheroes

The Magic of Exceptional Customer Service
Keep Plussing the Show

Lessons from Disney U

All Business is Show Business

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Learning Points

All presentations are customized. Needs assessment time with Doug is included with every project. Great attention to organizational challenges and/or mission is considered when designing a client’s program. Presentations may be a one-hour keynote or up to three hours in a workshop format. Leadership and teamwork programs may contain any of the following learning modules.

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    The Magic of Exceptional Customer Service: “Plussing the Show”

    A big budget is not required! Learn how Walt and his predecessors continually reinvented the Disney Brand and its presentation.

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    Customer Service Magic: Lessons from Disney U

    How Disney consistently develops the world’s most engaged, loyal and customer-centric employees.

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    Popcorn Empowerment: Turning Employees into Superheroes

    Developing a massively engaged workforce via a good dose of trust and creative training.

  • It’s Showtime! Best Practices … and Fatal Flaws

    The customer service differentiator that eludes too many; balancing art and science.

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    Calm Down! Dealing With Upset Customers

    Moving beyond anger with the R.A.P.S. active listening strategy.

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    The “Sweeper Olympics:” Creating Engaged Employees is Easy!

    Changing the realities of job drudgery is impossible. Changing employees’ attitudes isn’t.

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    Simplify the Complex – Disney’s SCSE strategy

    Sustaining The Happiest Place on Earth means cast members must manage a delicate balance of priorities. The Disney University simplifies this inherently complex environment by providing every cast member crystal clear marching orders during orientation. How can you apply Disney’s SCSE approach?

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    Branding, Disney Style – Do You have What it Takes?

    So, you don’t have a famous mouse, duck or tiger? No worries! Anyone can build a durable brand. Here’s a hint: budget is the least of your concerns. Strong leaders are the key to creating, and sustaining, an adaptive culture and timeless brand.

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    Tear Down Silos – Communicate, Communicate, Communicate!

    Explore how to tear down departmental silos that destroy teamwork, communication and creativity. Doug shares legendary examples of how Disney and other world-class organizations get it done. These are strategies that anyone can use to excel.

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    CREATIVITY IS FREE – Trust is Earned

    Disney University plays a crucial role in fostering a culture of trust and creativity. These secrets are massively effective … and surprisingly inexpensive.

  • Good Show/Bad Show – The Brilliance of Basics

    Tens of thousands of Disney cast members, around the world, embrace this decades-old customer service philosophy. How does Disney University keep this alive?

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    On-Stage/Backstage – Lights, Camera, Action!

    These domains are different, distinct … and never mix. Learn how Disney leverages the backstage world to ignite on-stage perfection.

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    Are You Believable? Connecting Words, Tone, and Actions

    Words such as “please” and “thank you” are meaningless when tone and body language aren’t in sync. Everything your customer sees, hears or touches impacts their experience. Delivering world-class service requires careful orchestration of the entire customer experience, from the spoken to unspoken messages.

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    The Parking Lot Principle – How do You Differentiate?

    Parking lots at Disney theme parks are huge assets used to create customer service differentiators. How? At what cost? Learn outstanding examples of how the best leaders transform liabilities into assets. What is the equivalent of the “parking lot principle” in your company?

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    Walk in Their Shoes – What Time is the 3 o’clock Parade?

    Yes, we all get them … the “stupid” questions! How do you and your team handle them? What can you learn from them? This segment will give you lots of laughs and ideas!

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    Life as Tigger

    This hilarious story animates how employees can positively address inter-departmental friction. Doug shares his experience as a costumed character and discusses the power of job-sharing.