As former head trainer
at the Walt Disney University, Doug Lipp brings audiences into the unique
culture of customer
service that sets
Disney apart. Author of four books, Doug utilizes his broad international
experience—including being
on the startup team
for Tokyo Disneyland, Disney’s first international theme park—to provide
a framework for
cross-cultural analysis
and crisis intervention in virtually any business setting. In presentations,
Doug relates how to
design a system that
works for your industry while respecting diversity, and outlines a plan
that will enable you to create
“service magic” in
your organization while providing practical information that will change
employees' lives and improve
the company’s bottom
line.
STOP
USING COMMON SENSE!!
TRY
“CULTURAL SENSE” INSTEAD
Are You Making
Invalid Assumptions About Your Diverse Customer and Employee Base?
Available
in October, 2003
Customers from around
the world are changing the way business is done at home. In the U.S. alone,
the immigrant population is
nearing 12% of America’s
274 million people. And this changing face of the U.S. marketplace is not
limited to its coasts or biggest
cities—Hispanic communities
thrive in Denver; the third most common language in Oklahoma City is Vietnamese.
The Changing Face
of Today’s Customer, by former Disney executive and International leadership
and service expert Doug Lipp,
teaches vital strategies
to attract and retain this rapidly-growing customer base and expand a business
of any size. Learn how
to develop “Cultural
Sense,” overcoming obstacles to a global service approach.
With a foreword by
Olympic chief and former Major League Baseball commissioner Peter Ueberroth,
The
Changing Face is:
 The
ONLY book on the market focusing on “backyard globalization”—the diverse
international
customer base here in North America
A
detailed guide to navigating the cultural sensitivities and communication
patterns of all of your
international customers
Full
of fresh case studies from The Pebble Beach Company, E*Trade, Starbucks,
and
Continental Airlines
What They’re Saying about Doug Lipp and
The Changing Face of Today’s Customer
“By embracing people
of all backgrounds and nationalities, you can expand your business and
create a whole new set of raving fan
customers. This book
shows you how to get beyond cultural barriers and tap into the power of
diversity. A must-read for managers
wanting to succeed
in the new global economy."
--Ken Blanchard,
co-author of The One Minute Manager® and Full Steam Ahead!
“Finally, a book on
global service trends that is well-written, informative, and useful. In
his book The Changing Face of Today’s
Customer, Doug
Lipp shows businesses in North America how to create a unique experience
for their local, multicultural customers
and employees. The
Changing Face is a much-needed addition to the customer service and leadership
bookshelf."
--Bob Gault, President
& Chief Operating Officer, Universal Orlando Resort
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