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www.DougLipp.com Innovation, Transformation & Growth Lessons from Disney about

Innovation, Transformation & Growth

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Page 1: Innovation, Transformation & Growth

www.DougLipp.com

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

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#1

Disney’s 3 Approach

Lesson

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plicit pectations

“Good Show” “On Stage”

“Bad Show” “Off Stage”

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Snow White has a bad day! NEVER

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Create Superheroes with… Popcorn EMPOWERMENT

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WALT dreamer

Visionary

Risk-Taker

Art

ROY doer

Implementer

What if?

Science

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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

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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”

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“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

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C U S T O M E R F O R G E T about the

(internal and external) www.DougLipp.com

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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

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Friendliness Cleanliness SAFE

with Your Customers

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EVERY DAY

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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