Disney U Book Summary - Disney U Book explained in key points
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Disney U summary

Doug Lipp

How Disney University Develops the World's Most Engaged, Loyal, and Customer-Centric Employees

4.2 (50 ratings)
11 mins

Brief summary

Disney U by Doug Lipp is a management book that details how the entertainment giant maintains its legendary reputation for customer service. It showcases Disney's techniques for employee motivation and leadership development, demonstrating that any company can learn to provide exceptional experiences.

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    Disney U
    Summary of 5 key ideas

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    Key idea 1 of 5

    A company's values should help the staff stay motivated, hardworking and happy.

    The employees are the most important part of any business, especially in a customer-focused industry. You can't achieve success without a well-trained, motivated and happy staff.

    So keep your workforce happy by providing them with values, not just physical goods. Most companies fail here because they assume they can motivate their employees solely with pay or bonuses or little perks. They don't realize they need to share the company's values with them, too.

    If your employees don't care about your company's values, they won't be interested in its progress or stakeholders. They'll only be concerned with their own material needs.

    Disney strives to avoid this. They carefully promote the company's philosophy at Disney University, where staff (or cast members, in Disney terms) is trained. The cast members come to share the company's values, so they feel a much deeper connection to it.

    You also need to keep your employees happy. The best way to do this is to ensure that the management stays in close contact with them. The management should know immediately if the employees encounter any problems.

    Van France, the founder of Disney University, used to take walks through the institution to see how the cast members were doing. During one of his walks, he noticed a problem with the orientation program for newly hired members: the company and its parks had expanded so quickly that trainees were struggling under the old orientation program, which had become too small. It was out of date.

    So France developed a new orientation program that was more suited to the needs of the company and its trainees. The management should always be aware of the organization's inner workings, and seek out ways to make work more efficient and enjoyable.

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    What is Disney U about?

    Disney U (2013) lays out the strategy behind the massive success of the Disney theme parks. By caring for their staff and providing them with the highest training, Disney ensures that their employees have the customer service skills necessary to create a truly magical environment. These blinks teach you how to implement Disney’s philosophy in your own business.

    Disney U Review

    Disney U (2013) is an insightful book that takes readers behind the scenes of Disney's renowned employee training program. Here are three reasons why this book is worth reading:

    • With its insider perspective, the book offers a rare glimpse into the strategies and techniques that have made Disney a leader in customer service.
    • The author's engaging storytelling keeps readers hooked as they learn about the fascinating history and culture of Disney's training program.
    • Through practical examples and actionable lessons, the book empowers readers to apply Disney's principles to their own organizations and create a culture of excellence.

    Who should read Disney U?

    • Workers and managers who want to unearth the secret to perfect customer service
    • Anyone seeking business inspiration from Walt Disney
    • People curious about what makes Disney theme parks so great

    About the Author

    Doug Lipp helped create the first international version of Disney University in Tokyo DisneylandHe was also a mentor in Walt Disney World's corporate headquarters and worked under the founder of Disney University, Van France.

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    Disney U FAQs 

    What is the main message of Disney U?

    The main message of Disney U is that creating a culture of excellence and continuous learning is essential for success.

    How long does it take to read Disney U?

    The reading time for Disney U varies depending on the reader's speed, but it typically takes several hours. However, the Blinkist summary can be read in just 15 minutes.

    Is Disney U a good book? Is it worth reading?

    Disney U is worth reading as it provides valuable insights into how Disney became a global phenomenon through its commitment to employee development and customer experience.

    Who is the author of Disney U?

    The author of Disney U is Doug Lipp.

    What to read after Disney U?

    If you're wondering what to read next after Disney U, here are some recommendations we suggest:
    • The Ride of a Lifetime by Robert Iger
    • Be Our Guest by Disney Institute and Theodore Kinni
    • Creativity, Inc. by Ed Catmull with Amy Wallace
    • The Idea Is the Easy Part by Brian Dovey
    • Boundaries by Henry Cloud and John Townsend
    • Uncommon Service by Frances Frei & Anne Morriss
    • Talking to Strangers by Malcolm Gladwell
    • Why is Sex Fun? by Jared Diamond
    • The Age of AI by Henry Kissinger
    • The Greatest Salesman in the World by Og Mandino