Biography of Doug Lipp

The Magic of Exceptional Customer Service
Lipp�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 active listening concepts and his well-known �Life as Tigger� story.
 
The Changing Face of Today's Customer
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.

Lead the Way, Your Customers and Employees Will Follow
Training front line employees to provide great customer service is a fundamental of consistent, outstanding service, but it breaks down if leadership doesn't model the desired attitude and behavior. Lipp 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 Monkeys Fall From Trees: The Key to Maintaining Your Balance and Recovering from Inevitable Mistakes - Lessons from Disney
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 Lipp 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 challenges.
 

About Doug Lipp
 
In keynotes and workshops, Doug Lipp instills a new sense of purpose with audiences on the art of customer service and leadership.
Ramp It Up: As former head of training at Disney Studio's Walt Disney University, Doug Lipp understands the power of a strong organizational culture. Lipp brings audiences into the unique culture of customer service that sets Disney apart. In the process he shows them how to design a system that works for their own industry � outlining ideas that will enable them to create the same kind of �service magic� in their organization.
 
Know Thy Customer: Today�s customer is changing � more culturally diverse and demanding of service that�s better than ever. Lipp uses real-life examples to show how today�s service provider needs to think globally, but act locally. He speaks from experience on this complex issue, having worked two years on the start-up team that created Disney's first international theme park, Tokyo Disneyland. His expertise helps organizations challenged by cultural diversity.
 
Solid Presenter: In his presentation Lipp relates the topics of global and domestic customer service, leadership and cultural diversity with his clients in the U.S. and abroad. Doug has spent over 25 years on the front lines and in the boardrooms of corporations around the world. Lipp�s informative, interactive and humorous presentations serve as a catalyst to changing the way people behave - with those both inside and outside of the organization.
 
Author: Lipp has authored six books. His latest, The Changing Face of Today�s Customer, reveals how to develop a �cultural sense� in addition to common sense about customer. Other books include Even Monkeys Fall From Trees: The Art and Science for Outstanding Customer Service and Danger & Opportunity-Resolving Conflict in U.S.-Based Japanese Subsidiaries in which his experience at Tokyo Disneyland provides a framework for cross-cultural analysis and crisis intervention in virtually any business setting.