Lessons from Disney about Innovation, Transformation & Growth www.douglipp.com
Confession: There is no Magic It s Doing Ordinary Things Extraordinarily Well www.douglipp.com
How Disney Lost, then Restored the Luster to the Magic Kingdom www.douglipp.com
and, HOW does this relate to you? www.douglipp.com
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Lesson #1 The Secret to Disney s Success and Yours!
Lesson #1 Disney s 3 Approach
plicit pectations Good Show On Stage Bad Show Off Stage www.douglipp.com
Snow White NEVER has a bad day!
Create Superheroes with Popcorn EMPOWERMENT
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WALT dreamer Visionary ROY doer Implementer Risk-Taker Art What if? Science www.douglipp.com
WITH BOTH You ll DOMINATE Your Market WITH ONE You re Done www.douglipp.com
Be willing to CHANGE Be willing to PERISH www.douglipp.com
Walt Disney always had one foot in the past, and Marty SKLAR Vice Chairman, Disney Imagineering one foot in the future.
Organizations That Reinvent Themselves will THRIVE! www.douglipp.com
The S-Curve Y X Z www.douglipp.com
Don t rest on your laurels, we are just getting started. Walt DISNEY www.douglipp.com
# 2 Lesson Even Monkeys Fall From Trees! www.douglipp.com
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Create the Opportunities Overcome the Obstacles www.douglipp.com
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The trouble with people is we get hardening of the mental arteries, cirrhosis of enthusiasm along with arthritis of the imagination. Van FRANCE Founder, Disney University www.douglipp.com
FEATURE FILMS ARE THE RE- SULT OF YEARS OF SCIENTI- FIC STUDY COMBINED WITH THE EXPERIENCE OF YEARS www.douglipp.com
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FEATURE FILMS ARE THE RE- SULT OF YEARS OF SCIENTI- FIC STUDY COMBINED WITH THE EXPERIENCE OF YEARS www.douglipp.com
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FEATURE FILMS ARE THE RE- SULT OF YEARS OF SCIENTI- FIC STUDY COMBINED WITH THE EXPERIENCE OF YEARS www.douglipp.com
Let the Old Ways Rule www.douglipp.com
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Let the Old Ways Rule Stuck in a Rut Back in the good ole days That s their job What would Walt say? www.douglipp.com
We re SOOOOO good www.douglipp.com
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we re sooooo good Arrogance Complacency The one-trick pony www.douglipp.com
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Blame everyone else Mickey is a RAT! It s Them, Over there! Victim Mentality www.douglipp.com
C FORGET U about S T O the M E R (internal and external) www.douglipp.com
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Forget About Customer Cut corners You re on your own What s in it for me? Don t VALUE your VALUE www.douglipp.com
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# 3 Lesson Lessons from Disney University www.douglipp.com
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We have to keep plussing our show. If we ever lose them, it will take us ten years to get them back. Walt DISNEY www.douglipp.com
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A World-Class Customer Experience The Customers View
with Your Customers Friendliness Cleanliness EVERY DAY SAFE www.douglipp.com
Create a culture that will last www.douglipp.com
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more OPPORTUNITIES CORE VALUES www.douglipp.com
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NO silos! www.douglipp.com
The Happiest Place on EARTH www.douglipp.com
CULTURE more than a coat of paint on a run-down building www.douglipp.com
CULTURE It s what people do every day without being told www.douglipp.com
CULTURE What is your culture? www.douglipp.com
You Have the Power How Do You Use It? www.douglipp.com
more OPPORTUNITIES Position Expert Personal Relationship www.douglipp.com
# 4 Lesson The Changing Face of Today s Customer www.douglipp.com
more OPPORTUNITIES:CULTURE www.douglipp.com
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more OPPORTUNITIES www.douglipp.com
When is a Train Not a Train? www.douglipp.com
How CLEAN is CLEAN? www.douglipp.com
Are You? www.douglipp.com
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Budgets might be tight, creativity is free. Van FRANCE Founder, Disney University www.douglipp.com
Disney s SCSC Loyalty Model www.douglipp.com
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Keep The KEY It Message Simple! www.douglipp.com
Know your customer Know your team www.douglipp.com
Walk in Their Shoes Anticipate Issues Solve Their Problems Prove Your Value www.douglipp.com
Walk in Their Shoes Anticipate Issues When is the 3:00 parade? Tigger Teambuilding www.douglipp.com
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Beyond Welcome Change Take Control www.douglipp.com
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It s Up to YOU! STOP START CONTINUE What will you do www.douglipp.com
START STOP CONTINUE Short-Term (This Week) Start: Stop: Continue: Long-Term (Within 1 Month) Start: Stop: Continue: www.douglipp.com
Doug Lipp, www.douglipp.com @DougLipp #DisneyU Disney Best Practices www.douglipp.com