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