Doug is a distinguished international consultant, eight-time author, and former head of training at the legendary Disney University. His latest book is the best-selling Disney U: How Disney University Develops the World’s Most Engaged, Loyal, and Customer-Centric Employees.
At age 29, Doug’s celebrated talent catapulted him to the helm of the legendary Disney University training team at Walt Disney corporate headquarters. Fluent in Japanese, Doug also helped Disney open its first international theme park as a member of the Tokyo Disneyland start-up team.
Drawing on his 30 plus years of combined experience at Disney and in private practice, Doug inspires and challenges hundreds of organizations worldwide. In presentations, he shares how Disney overcame spectacular strategic challenges to unleash one of the most improbable success stories in corporate history.
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 discusses common organizational traps that undermine companies and impede their ability to build a thriving and sustainable culture.
Consistently ranked as one of the best presenters every time he speaks, Doug painstakingly researches and customizes each of his presentations. He underscores how a company’s current culture is affecting its business, and then provides insights and actionable ideas on how they can build an even better business based on leadership, teamwork and innovation. After his presentation, which includes experiential exercises and participant-centered activities, you will have a blueprint for creating and perpetuating a culture of significance unique to your organization.
- The Changing Face of Today's Customer
The globe is shrinking….is your business expanding? 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. Doug gives real-life examples that support the concept of think globally, but act locally. This presentation is a "must" for groups that serve a culturally diverse customer base, either domestically or internationally.
- Beyond Stuck in the Middle Seat™ Welcome Change & Take Control
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 deal with unfortunate situations? When in a situation that you "can't control," what options do you actually have? This entertaining and thought-provoking presentation addresses such topics as: Creative Problem Solving, Work-Life Balance, Stress Management, and Career Development. Join Doug for some fun as he addresses everything from life-on-the-road horror stories to dealing with organizational change.
- Even Monkeys Fall From Tress, Learn From Mistakes and Embrace Change
Even the best and the brightest make mistakes. However, the ability to deal with setbacks, then bounce back even stronger 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 spectacular obstacles by challenging the status quo and embracing change. Successful organizations embrace the attitude of "change or perish" and are willing to reinvent themselves. How do the best organizations overcome growth traps which include turf wars, hierarchical barriers and creative stagnation? Doug provides examples of how world-class leaders have eliminated these barriers to improvement and enthusiastically embraced change. The world is changing, are you?
- The Magic of Exceptional Customer Service
What is the magic of Disney? How can you duplicate it? Doug's leadership experience at the Walt Disney University provides fascinating stories, unique insights, and invaluable lessons. Learn how Legendary service is a delicate balance that attends to both the art and science needs of your employees and customers. "Doing the ordinary in an extraordinary fashion" isn't rocket science - customer service excellence should be ingrained in the culture of every company. In this ever-changing economy, more companies than ever before are realizing the strategic importance of transforming their service into a market differentiator.
- Lead The Way, Your Customers and Employees Will Follow
Exceptional customer service breaks down if leadership doesn't model the desired attitude and behavior. Doug zeroes in on the concept of great leadership = great customer service, then reinforces his concepts with examples of successful strategies from Disney and other organizations. Management is responsible for building a strong team by setting the tone. Few people are "natural born leaders," and this presentation demonstrates how an extraordinary attitude and communication style can transcend the organization and make a difference. While front-line employees take care of the external customer, the leadership team is responsible for taking care of the internal customer. The strongest organizations have leaders who role-model attitudes and behaviors that inspire heightened productivity, plus maximize both personal and professional success.
- How Disney University Develops the World’s Most Engaged, Loyal, and Customer-Centric Employees
How did Disney create "The Happiest Place on Earth?" What are the secrets behind Disney's legendary employee development dynasty and how does it reinforce organizational values, culture and brand. Learn how Disney continues to capture the hearts and minds of thousands of employees around the world through an unwavering devotion to the core values established by Walt himself. Doug's career working directly with Disney visionaries, combined his recent interactions with Disney legends while writing Disney U, provides the backdrop for intriguing never-before-told stores. Doug shares how the Disney University remains relevant-more than fifty years after its founding and why these leadership lessons are more important now than ever before.