Doug Lipp - Blog

“Marketing is the time and money you spend to get people in the door. Training is the investment you make to get guests to come back and cast members to stay; it creates loyalty.” Jim Cora, retired chairman, Disneyland International  Yet … The word “Training” has a nauseating effect on most employees! Why?? Because most orga

Do you attract, but can't retain customers and employees? Consider the following advice from one of the most respected Training and Operations gurus in the world: “Marketing is the time and money you spend to get people to get people in the door. Training is the investment you make to get guests to come back and cast members to stay; training

What will readers learn from Disney U? How does Disney U differ from other "Disney" books? Why did I write "Disney U: How Disney University Develops the World's Most Engaged, Loyal and Customer-Centric Employees? What was the most difficult challenge I faced while writing Disney U? These answers ... and more ... are all in the attached

Are the people who pay for goods and services “Customers,” “Patients,” “Students,” “Residents,” or “Guests?” Are the people working in an organization “Associates,” “Team Members,” “Partners,” “Employees or “Cast Members”? The debate about how to best address customers and employees consumes valuable time

“How does Disney do it? “How do they create the nicest and most customer-focused employees in the world?” Disney University: The very name carries clout. The very name conjures up images of excellence. Mention this highly-regarded institution to any business leader and the inevitable questions begin: “how do they do it?” and “how can