Download - Innovation, Transformation & Growth
www.DougLipp.com
Innovation, Transformation
& Growth
Lessons from Disney about
www.DougLipp.com
It’s Doing Ordinary Things
Extraordinarily Well
Confession: There is no “Magic”
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 www.DougLipp.com
www.DougLipp.com www.DougLipp.com
www.DougLipp.com www.DougLipp.com
#1
The Secret to Disney’s Success… and Yours!
Lesson
#1
Disney’s 3 Approach
Lesson
www.DougLipp.com
plicit pectations
“Good Show” “On Stage”
“Bad Show” “Off Stage”
Snow White has a bad day! NEVER
Create Superheroes with… Popcorn EMPOWERMENT
www.DougLipp.com
www.DougLipp.com
WALT dreamer
Visionary
Risk-Taker
Art
ROY doer
Implementer
What if?
Science
WITH BOTH
WITH ONE You’ll DOMINATE
Your Market You’re Done
www.DougLipp.com
Be willing to PERISH
Be willing to CHANGE
www.DougLipp.com
Marty SKLAR Vice Chairman, Disney Imagineering
” Walt Disney always had one foot in the past, and one foot in the future.
www.DougLipp.com
Organizations That Reinvent Themselves
will THRIVE! THRIVE!
www.DougLipp.com
The S-Curve
X
Y
Z
www.DougLipp.com
Walt DISNEY
”
“ Don’t rest on your laurels, we are just getting started.
www.DougLipp.com
Even Monkeys Fall From Trees!
#2 Lesson
www.DougLipp.com
www.DougLipp.com
Overcome the Obstacles
Create the Opportunities
www.DougLipp.com
www.DougLipp.com
“ Van FRANCE
Founder, Disney University
The trouble with people is we get hardening of the mental arteries, cirrhosis of enthusiasm along with
arthritis of the imagination. ”
www.DougLipp.com
FEATURE FILMS ARE THE RE- SULT OF YEARS OF SCIENTI- FIC STUDY COMBINED WITH THE EXPERIENCE OF YEARS
www.DougLipp.com
www.DougLipp.com
FEATURE FILMS ARE THE RE- SULT OF YEARS OF SCIENTI- FIC STUDY COMBINED WITH THE EXPERIENCE OF YEARS
www.DougLipp.com
www.DougLipp.com
FEATURE FILMS ARE THE RE- SULT OF YEARS OF SCIENTI- FIC STUDY COMBINED WITH THE EXPERIENCE OF YEARS
Let the Rule
“Old Ways”
www.DougLipp.com
www.DougLipp.com
www.DougLipp.com
Stuck in a Rut Back in the good ‘ole days… That’s their job… What would Walt say?
Let the Rule
“Old Ways”
“We’re SOOOOO good”
www.DougLipp.com
www.DougLipp.com
www.DougLipp.com
Arrogance Complacency The one-trick pony
“we’re sooooo good”
www.DougLipp.com
www.DougLipp.com
www.DougLipp.com
www.DougLipp.com
Blame everyone else
www.DougLipp.com
Mickey is a RAT! It’s Them, Over there!” Victim Mentality
C U S T O M E R F O R G E T about the
(internal and external) www.DougLipp.com
www.DougLipp.com
Don’t VALUE your VALUE
Forget About Customer Cut corners You’re on your own What’s in it for me?
www.DougLipp.com
www.DougLipp.com
Lessons from Disney University
www.DougLipp.com
#3 Lesson
www.DougLipp.com
www.DougLipp.com
Walt DISNEY
”
We have to keep plussing our show. If we ever lose them, it will take us ten years to get them back.
www.DougLipp.com
www.DougLipp.com
A World-Class Customer Experience The Customers’ View
Friendliness Cleanliness SAFE
with Your Customers
www.DougLipp.com
EVERY DAY
Create a culture
that will last www.DougLipp.com
www.DougLipp.com
www.DougLipp.com
www.DougLipp.com
more OPPORTUNITIES
CORE VALUES
www.DougLipp.com
www.DougLipp.com
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
Position Expert Personal Relationship
more OPPORTUNITIES
www.DougLipp.com
#4 Lesson
The Changing Face of Today’s Customer
www.DougLipp.com
more OPPORTUNITIES:CULTURE
www.DougLipp.com
www.DougLipp.com
www.DougLipp.com
www.DougLipp.com
www.DougLipp.com
www.DougLipp.com
www.DougLipp.com
www.DougLipp.com
www.DougLipp.com
www.DougLipp.com
www.DougLipp.com
www.DougLipp.com
www.DougLipp.com
www.DougLipp.com
www.DougLipp.com
www.DougLipp.com
www.DougLipp.com
www.DougLipp.com
www.DougLipp.com
www.DougLipp.com
www.DougLipp.com
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
www.DougLipp.com
www.DougLipp.com
Budgets might be tight, creativity is free.
Van FRANCE Founder, Disney University
”
www.DougLipp.com
Disney’s SCSC Loyalty Model
www.DougLipp.com
www.DougLipp.com
Keep It Simple!
The KEY Message
www.DougLipp.com
Know your customer Know your team
www.DougLipp.com
Walk in Their Shoes
Solve Their Problems Prove Your Value
Anticipate Issues…
www.DougLipp.com
When is the 3:00 parade? Tigger Teambuilding
Walk in Their Shoes Anticipate Issues…
www.DougLipp.com
www.DougLipp.com
Beyond
Welcome Change Take Control
www.DougLipp.com
www.DougLipp.com
It’s Up to YOU!
What will you do
START STOP
CONTINUE
www.DougLipp.com
Start: Stop: Continue:
Start: Stop: Continue:
Short-Term (This Week)
Long-Term (Within 1 Month)
START STOP CONTINUE
www.DougLipp.com
Disney Best Practices
@DougLipp #DisneyU
Doug Lipp, www.douglipp.com