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Speaker Doug Lipp
| Customer Service - Business Excellence - Leadership & Management - Global Competitiveness
Doug Lipp, MA, an internationally acclaimed expert on customer service, leadership and global competitiveness, motivates and challenges audiences around the world. Formerly with the Walt Disney Company's Disney University and NEC Electronics, Doug has spent over 25 years working from the front lines to the boardrooms of corporations around the world. |
While with NEC Electronics and in his private consulting practice, Doug addresses the topics of global leadership and cultural diversity in the workplace, working with some of the largest companies in the U.S. and abroad. He was on the start-up team for Tokyo Disneyland, working in Japan for two years creating Disney's first international theme park.
His humorous and down-to-earth style has attracted a wide variety of organizations and industries including: Motorola, GE Capital, Universal Studios, Pebble Beach Resorts, Bell Mobility Cellular, Merrill Lynch, Boise Cascade, Macy's, IBM, ADAC Labs, U.S. Postal Service, Conseco Fund Group, Paramount, University of California, VA Hospitals, Toshiba America, NEC Electronics, Andersen Consulting, American Express and Wells Fargo Bank.
He is the author of Even Monkeys Fall From Trees, his just published book (Spring 2001) about the balance of art and science for outstanding customer service. He has also published Tokyo Disneyland: The Secret of Its Success; Danger & Opportunity: Resolving Conflict in U.S.-Based Japanese Subsidiaries; and Global Management.
*******
"The Magic of Exceptional Customer Service"
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 active listening concepts and his well-known "Life as Tigger" story.
Life on the Highwire, Learning to Strike the Service Balance"
Great service is a balancing act, and learning to maintain a balance between quality/quantity, skills/attitude, art/science, information/emotion, and hardware/software. They're all important but are they balanced? This talk includes a strong focus on building strong internal relationships to improve service.
"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 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 challenges.
"Common Sense vs. Cultural Sense": The Six Mistakes Every Company Makes...and what to do about it!"
The globe is shrinking. Is your business expanding? As the frequency of our interactions with people from cultures different than ours increases, we need to develop new attitudes and behaviors to be successful in a global economy. This session examines six key areas which plague many organizations when working internationally or with culturally diverse audiences, then presents vital strategies for overcoming them.
"Global Competetiveness: Obstacles & Opportunities"
All companies that expand globally or provide products to culturally diverse customers run into problems. Learn what companies such as IBM, Procter & Gamble, Intel and Disney have found out (often the hard way) and how you can benefit from those lessons. This session gives real-life examples that support the well-known concept of think globally, but act locally.
"Leadership Excellence leads to Service Excellence"
Every organization wants to improve service. Training your front line employees is an awesome goal, but it breaks down if support isn't available at all levels of leadership throughout an organization. Every level must demonstrate Service excellence in order to be effective. Doug reinforces his concepts with actual stories from Disney as well as other organizations' successes and disappointments.
Doug Lipp's clients include:
| Pebble Beach Company Universal Studios Japan US Air Force Air Mobility Command IBM Wells Fargo Bank NEC Electronics, Inc. Bell Mobility Cellular (Canada) Herman Miller, Inc. Omni Health Plan California State University Remedy Temp, Inc. Q Logic Corporation Cable Data University of California Mitsubishi Rayon SunSoft Macy's SMUD California Ski Industry Assoc. (CSIA) Toshiba America Inc. U.S. Postal Service E*Trade Securities ADAC Laboratories Veteran's Health Administration California State Fair Delco Electronics Sundstrand Fluid Handling Price Waterhouse Dress Barn |
Nikon Motorola Arkansas Department of Tourism Key 3 Media Towne Properties Conseco Fund Group Merrill Lynch Paine Webber Nitto Denko NEC Labs Del Webb Class Software Solutions Fluor American Express S & T Bank Pacific Bell Owensborough Mercy Healthcare Maritz Travel Mission Hospitals Lamson & Sessions Anderson Consulting Microstrategy Paramount M-Net Bechtel Crowne Properties Boise Cascade Rudolph & Sletten Vivra |
Testimonials:
"Doug's presentation was positioned at the end of our conference to provide a final motivational note as attendees headed home and he came through with flying colors. His presentation was top notch and extremely well received. I would heartily and without reservation recommend Doug to any organization interested in giving its employees a peek at the dividends of investing in exceptional service."
Michael Cox, Colonel
United States Air Force
"You gave what was without a doubt the best presentation we have ever had. The wide range of career levels in our group means that we end up with a speaker who is either too basic for our higher level people, or too advanced to provide concrete points to our lower level employees. This was not at all the case during your presentation. I would also like to commend you on your pre-event research. Anyone hearing you would assume that you are a long term Remedy employee due to the skillfuly way you meshed our company culture, vocabulary, and methods into your presentation."
Andrew S. Hauser, Director of Marketing Communications
Remedy Intelligent Staffing
"As influencing as your presentation was, it was your ability to incorporate the concepts of service into the current USPS project that was so impressive. Rather than speak about generalities, you communicated your message through the use of relevant information and topics that audience was knowledgeable and comfortable with. Audience members found your speech the highlight of the conference and an outstanding motivational tool for the remainder of the conference."
Darryl B. Moody, Principal
KPMG Peat Marwick & and United States Postal Service Co-Project Leader
"You have a unique ability to captivate an audience with your delivery and humor while also communicating pertinent and relevant information that we all will implement in our various roles in the real estate industry. Pre-seminar research and inteviews with our property managers made your entire presentation much more effective and interesting."
Andrea Heckenlively, Vice President
LaSalle Advisors
"Our delegates cannot seem to get enough of you. I have heard many say they could've spent hours in a seminar with you and they've asked to have you return to our conference next year. Your presentation style made for the perfect closing. Our delegates walked away with solid ideas they can take home and use in their own companies and with a revitalized energy for their chosen careers."
Peter Pantuso, CEO
American Bus Association
"The responses were 100% unanimous that you were wonderful. The adjectives ranged from great, sensational, superb, fabulous, fantastic, and motivational to list just a few. It was truly a pleasure and highlight of my day to have had the opportunity of hearing you speak."
Evelyn Woodward, Meeting Coordinator
Remedy Intelligent Staffing
"After reviewing the convention evaluations, you were rated the highest possible on both speaker presentation and topic. The attendees enjoyed the humor and antidotes. It was a pleasure working with such a genuine and professional person."
Jan Guiliano, Meeting Planner
National Home Furnishings Association
For further information on Doug Lipp - feel free to download a complimentary brochure in PDF format - to take to your next planning meeting: Brochure Side 1 * Brochure Side 2
In addition - we encourage you to speak personally with Doug before making a final decision regarding your speaker. His credibility, knowledge, expertise and flexiblity will add sparkle to your speaker's podium. Doug will spend time assessing your individual needs before your event to ensure a truly personal and unique experience.
Contact us today to arrange an speaking appearance by Doug Lipp for your next convention or conference.