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.

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.

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.

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.