Doug Lipp

The Magic of Disney

What is the magic of Disney? Join Doug Lipp as he takes you on an insightful and entertaining behind-the-scenes tour to show you the secret of Disney’s success and how it and other organizations have overcome immense challenges. An internationally recognized expert on customer service, leadership, managing change and global competitiveness, Doug’s high energy and thought-provoking style have motivated hundreds of thousands of people around the world to maximize personal and professional success.

By age 29, Doug was the head of the training team at the world-famous Disney University at Disney’s corporate headquarters. Fluent in Japanese, he was later on the start-up team for Tokyo Disneyland, Disney’s first international theme park. Pivotal in Doug’s Disney career was his experience in the mid-80s, when the corporate culture shifted from the arrogant, “We’re the best. Why change?” to the progressive “Don’t rest on your laurels” powerhouse corporation that Disney remains today. He found that even strong organizations, like Disney, must embrace change and be willing to innovate.

After leaving Disney, Doug co-developed an international consulting firm with a Stanford University professor to fulfill his passion for researching and analyzing successful global corporations. He helped multinational companies with international teamwork issues, teaching diverse teams of professionals how to better compete in the global marketplace.

Doug is the author is of numerous articles and eight books on leadership, customer service and international business. His latest book, Disney U: How Disney University Develops the World’s Most Engaged, Loyal, and Customer-Centric Employees is full of never-before-told stories offering timeless lessons from Disney’s legendary leaders. His other popular titles include The Changing Face of Today’s Customer: How to Attract and Retain a Diverse Customer and Employee Base and Even Monkeys Fall From Trees: The Art and Science of Outstanding Customer Service.

Famous for his learn-by-doing approach, Doug, a masterful storyteller, will lead you through a journey of experiential exercises, participant-centered activities and eye-opening behind-the-scenes stories from his career at Disney and as a consultant to Fortune 500 corporations. Through his captivating and contagious style, Doug challenges audiences worldwide to change or perish.

Lessons From Disney U: The Wonderful World of an Enduring Brand

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. Doug’s career working directly with Disney visionaries, and at the helm of the legendary Disney University training team, provides the backdrop for powerful, intriguing and imagination-sparking stories.

Join Doug as he takes you and your team on an awakening and insightful journey “behind the scenes” to discover the powerful secrets of Disney’s legendary success. Learn how it overcame spectacular challenges to unleash one of the most improbable success stories in corporate history. And discover how your organization can apply these potent lessons in leadership, teamwork and innovation, to catapult your company to the next level.

Organizational Culture: It's More Than a Coat of Paint

Leaders build the culture, live the culture, and reinforce the culture every single day.

Leadership has always set the tone within an organization. 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. It can be your organization’s greatest competitive advantage yielding engaged employees, loyal customers, high earnings and sustainable market share. Or conversely, it can be a recipe for anemic growth, missed revenue projections and high employee turnover.

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 outlines common organizational traps that undermine companies and impede their ability to build a thriving and sustainable culture.

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?

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.

Even Monkeys Fall from Trees: Learn from Mistakes & 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.

Is it time to bust wide open the creativity in your organization?  This is your opportunity to step back, gain perspective, build a winning game plan, and unleash the potential of your employees.


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 turn setbacks into opportunities for growth? When in a situation that you “can’t control,” what possibility options do you have?

Join Doug for some fun as he addresses how to get unstuck and unleash the power to conquer “cirrhosis of the enthusiasm.”

It's A Small, Small World: The Globe is Shrinking. Is Your Business Expanding?

Walt Disney had it right all those years ago … “it’s a small world after all.” And guess what? It’s getting even smaller! Mobility and greater access to multicultural markets is heralding exciting, new opportunities for organizations willing to raise their diversity IQ.

In this powerful and cutting-edge presentation, Doug shows that even for organizations not selling globally, the face of the customer is changing. Gone are the days of managing or marketing to a homogeneous group. Customer groups, employees, channel partners, and shareholders now represent different cultures, generations, and ways of thinking. Organizations must adjust, adapt … or perish when battling for market share.

This presentation is a must for groups that serve a culturally diverse customer base, either domestically or internationally.