Disney U: How Disney University Develops the World's Most Engaged, Loyal, and Customer-Centric Employees
- 2h 46m
- Doug Lipp
- McGraw-Hill
- 2013
When it comes to world-class employees, few organizations rival Disney. Famous for their friendliness, knowledge, passion, and superior customer service, Disney's employees have been fueling the iconic brand's wild success for more than 50 years.
How has Disney succeeded in maintaining such a powerful workforce for so many years? Why are so many corporations and executives drawn to study how Disney continues to exemplify service and leadership standards?
The Disney University, founded by Van France, trains the supporting cast that helps create the world-famous Disney Magic. Now, for the first time, the secrets of this exemplary institution are revealed. In Disney U, Doug Lipp examines how Van perpetuated Walt Disney's timeless company values and leadership lessons, creating a training and development dynasty. It contains never-before-told stories from numerous Disney legends. These pioneers share behind-the-scenes success stories of how they helped bring Walt Disney's dream to life.
Disney U reveals the heart of the Disney culture and describes the company's values and operational philosophies that support the iconic brand. Doug Lipp lays out 13 timeless lessons Disney has used to drive profits and growth worldwide for more than half a century.
To this day, the Disney University continues to turn out some of the most engaged, loyal, and customer-centered employees the business world has ever seen. Using the lessons outlined in Disney U will set your organization on a path of sustained success.
About the Author
DOUG LIPP helped create the first international version of the Disney University, in Japan at Tokyo Disneyland, and then led the training team of the Disney University at the corporate headquarters of The Walt Disney Company, The Walt Disney Studios. He mentored under a number of Disney University visionaries, including the Disney University founder, Van France. Lipp consults with numerous Fortune 100 corporations and travels the world speaking about the lessons he learned at the Disney University.
In this Book
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Disney U—How Disney University Develops the World’s Most Engaged, Loyal, and Customer-Centric Employees
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Foreword
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Acknowledgments and Cast Credits
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A Note from the Author
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Prologue—“Help Me to Create The Happiest Place on Earth”
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Pulling Back the Curtain—The Orientation
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Setting the Stage for Success—The Four Circumstances of the Disney University
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Capture Hearts and Minds—It’s More Than Mickey Mouse and Donald Duck
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It Takes Art and Science—The Attractions Don’t Break Down, and Snow White Never Has a Bad Day
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Gather Facts and Feelings—Walk the Park
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Be Willing to Change or Be Willing to Perish—The Birth of the Disney University
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Simplify the Complex
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The Honeymoon Will End—Cinderella Castle and Culture Change
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Keep Plussing the Show—No Room for Excuses
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Beyond Orientation—Executive Development—From Silos to Synergy
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The Language of Success—Creating a Culture of Happiness
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Give Back
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Communicate Globally: Spanning the Gaps—Cultural, Linguistic, and Generational
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Work Hard, Play Hard
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Epilogue
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Notes
