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Disney U: How Disney University Develops the World's Most Engaged, Loyal, and Customer-Centric Employees Hardcover – March 5, 2013


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Disney U: How Disney University Develops the World's Most Engaged, Loyal, and Customer-Centric Employees + Be Our Guest: Perfecting the Art of Customer Service (Disney Institute Book, A) + Creating Magic: 10 Common Sense Leadership Strategies from a Life at Disney
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Product Details

  • Hardcover: 222 pages
  • Publisher: Mcgraw-Hill; 1 edition (March 5, 2013)
  • Language: English
  • ISBN-10: 0071808078
  • ISBN-13: 978-0071808071
  • Product Dimensions: 9.1 x 6.2 x 1 inches
  • Shipping Weight: 1.1 pounds (View shipping rates and policies)
  • Average Customer Review: 4.6 out of 5 stars  See all reviews (34 customer reviews)
  • Amazon Best Sellers Rank: #35,734 in Books (See Top 100 in Books)

Editorial Reviews

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.


More About the Author

Doug Lipp is an internationally acclaimed speaker, author and consultant on customer service, leadership, change management and global competitiveness. His thought-provoking, learn-by-doing presentation style has motivated hundreds of thousands of people around the world to maximize personal and professional success.

By age 29, Doug was the head of the training team at the world-famous Disney University at Disney's corporate headquarters. Fluent in Japanese, he was later on the start-up team for Tokyo Disneyland, Disney's first international theme park. After leaving Disney, Doug co-developed an international consulting firm with a Stanford University professor, teaching diverse teams of professionals how to better themselves in the marketplace.

Doug is the author of numerous articles and eight books on leadership, customer service, and international business. His latest book, Disney U: How Disney University Develops the World's Most Engaged, Loyal, and Customer-Centric Employees is full of never-before-told stories offering timeless lessons from Disney's legendary leaders.

In writing Disney U, Doug interviewed with Disney legends, Disney University Founders, and countless Disney Executives and visionaries who welcomed him into their historic days with the iconic leader Walt Disney. Not many know about Van France, the Disney University Founder charged with the task of creating this famous training empire.

Customer Reviews

4.6 out of 5 stars
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Totally engaging and on point!
Thomas R. Klein
This book was very informative about the Disney management style and a very easy read!!
Alexander_Booher
All in all there are 13 key lessons that Doug Lipp discusses in perfect clarity.
Book Hawk

Most Helpful Customer Reviews

6 of 6 people found the following review helpful By John Gibbs TOP 1000 REVIEWER on March 14, 2013
Format: Hardcover
Disneyland's employee orientation program grew to become Disney University, an institution that "forever changed the professions of employee training and development", according to Doug Lipp in this book. The author was for a number of years the head of the training team at Disney University, and the book is largely a tribute to Van France, the founder of Disney University.

The book provides 13 "lessons" in training and managing employees derived partly from the Disney culture and partly from experience gained in facing and overcoming various problems over the years. Central to these lessons are Van France's "Four Circumstances", which are a type of core values relating to the employee training experience: Innovation, Organizational Support, Education and Entertainment.

I personally found the most interesting lessons to be those learnt through encountering and overcoming significant problems:

* When the Disney Store was first opened, the shopping experience failed to meet expectations, and a new Disney Shopping Experience had to be created.
* Two years after the opening of Walt Disney World in Florida, employee turnover rate reached 83 percent, and urgent action had to be taken to improve employee morale.
* Recession in the early 1980s required creative approaches to differentiating by doing more with less.
* Communication silos caused lost marketing opportunities, and the Disney Dimensions executive training program was developed to address this.
* Cross-cultural issues had to be dealt with when new parks were opened in Japan and France

Most workplaces are quite unlike Disneyland, and many of the things that they do at Disney will not be transferrable to other work environments.
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4 of 4 people found the following review helpful By Business Owner on March 23, 2013
Format: Hardcover
My business partners and I own 40 quick serve restaurants and loved Disney U. The ideas Doug Lipp presents are spot-on and we plan to use many of the lessons from this book. In particular we like the simplicity and applicability of the lessons to our business. We don't have a dedicated training crew or a big training budget, but we found out the lessons in Disney U are for anyone. We are confident we can create Disney style magic even in the fast food business. Over the next few months, we plan to share many of the stories and quotes in our staff meetings. Many thanks to Doug Lipp for writing a book that is fun to read and massively informative!
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Format: Hardcover
Personal note: Soon after Disneyland opened in 1955, my father was invited by Walt Disney to tour the park with him and his brother Roy. (My father's firm had been retained to design insurance coverage for the entire Disney organization and he served as the "general contractor" for assigning segment coverage.) Frankly, I had no idea what to expect and still get goose bumps every time I recall entering, for the first time, what was both metaphorically and literally a Magic Kingdom.

Some organizations need to have more of their employees positively and productively engaged than do others and that is certainly true of The Walt Disney Company and, especially, true of its theme parks at which "cast members" constantly interact with "guests." In this book, Douglas Lipp explains how "the Disney University develops [who he claims are] the world's most engaged, loyal, and customer-centric employees." They are "second to none when it comes to friendliness, knowledge, attentiveness, passion, and guest service." That was true 58 years ago and remains true today.

Van Arsdale France is the "human architect" to which the title of my review refers. According to Lipp, he was "a strange combination of three of Disney's most famous characters -- Jiminy Cricket, Mary Poppins, and Donald Duck" who exuded qualities and values "every leader should strive to attain: crystal-clear direction plus an unwavering commitment and passion," qualities that Disney also possessed in abundance. France played a major role in the development of people who make certain that each park would be "The Happiest Place on Earth" for guests as well as for themselves.
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Format: Hardcover Verified Purchase
The Disney University is a name that carries clout and evokes images of excellence around the world.

How does Disney develop the world's most engaged, loyal, and Guest-centric employees, year after year?

"Training cannot be limited to `Here's what you need to do, now go do it.' That's not good enough. Training needs to instill a spirit, a feeling, an emotional connection. Training means creating an environment of thinking and feeling." - Van France, founder of Disney University

Disney U author Doug Lipp is a world-renowned speaker and acclaimed expert on customer service, leadership, and change management. Former head of the training team at the Disney University, he has inspired and challenged hundreds of thousands with his thought-provoking messages and high energy, entertaining style.

And now he has delivered that magical message to you.

Disney U is centered on the contributions of Van France, founder of Disney University. The simple explanation for the Disney University's success can be attributed to the levels of support and clarity of purpose found in the Four Circumstances, the organizational values that France identified as vital to its success.

Here is just a brief snippet of what you will find in Disney U:

Van's Circumstance #1: Innovation

Backstory: Van France's background included experience as a trainer in manufacturing and the military. He disliked the idea of a "training department," but felt that the idea of a university was exciting. Historically, a university was ahead of the times, leading people into exciting adventures.

Van's focus on being innovative created an ever-evolving learning culture.
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