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

Disney U

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

Doug Lipp

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Key Takeaways from Disney U

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Mind Map

Disney U
Employee Motivation & Values+
The Art and Science of Business+
Balancing Past and Future+
Language and Culture+
Resilience and Fun+

Quiz — Test Your Understanding

Question 1 of 6
According to the text, why do most companies fail to keep their workforce motivated and happy?
  • A. They focus too much on company values instead of individual employee goals.
  • B. They assume employees can be motivated solely by pay, bonuses, or physical perks.
  • C. They fail to provide adequate vacation time and flexible scheduling.
  • D. They hire people who do not have a natural inclination for customer service.
Question 2 of 6
In the context of Disney's business model, what represents the 'artistic side' of the organization?
  • A. The engineering and maintenance of the roller coasters.
  • B. The layout, architecture, and cleanliness of the theme parks.
  • C. The staff and their ability to make the customer's experience special.
  • D. The physical merchandise and souvenirs sold in the park stores.
Question 3 of 6
Why did a Disney executive change the order of the 'Disney Traditions' orientation program for new hires?
  • A. To ensure employees learned about the company's history before asking about their paychecks.
  • B. Because new hires were more engaged in learning company history after their personal questions regarding schedules and salary were answered first.
  • C. So that trainers could spend more time teaching technical skills rather than focusing on company values.
  • D. Because Walt Disney had left specific instructions in his will on how the orientation should be structured.
Question 4 of 6
What is an example of Disney using the 'language of success' to immerse people in its environment?
  • A. Referring to employees as 'cast members' and customers as 'guests.'
  • B. Using energizing corporate jargon like 'dynamism' and 'going the extra mile.'
  • C. Creating secret codes that only park management and security can understand.
  • D. Requiring all employees to speak at least two different languages to assist international visitors.
Question 5 of 6
How did Disney adapt its theme park rules to fit the cultural expectations in France compared to Japan and the US?
  • A. They extended the park's operating hours to accommodate the traditionally late dining habits in Paris.
  • B. They changed the terminology from 'cast members' to a more traditional French corporate title to show respect.
  • C. They allowed wine to be sold at Disneyland Paris after the strict no-alcohol rule was criticized by the French press.
  • D. They removed classic American characters to focus exclusively on traditional European fairy tales.
Question 6 of 6
How did Disney managers respond to the demoralization of the staff following the death of Roy Disney in 1971?
  • A. They closed the park for a week to allow employees a formal period of mourning.
  • B. They held emergency meetings in Cinderella's Castle to gather feedback and brainstorm ways to reinvigorate the company.
  • C. They brought in outside corporate consultants to completely restructure the company's hierarchy.
  • D. They offered temporary financial bonuses to cast members to keep them motivated during the difficult time.

Disney U — Full Chapter Overview

Disney U Summary & Overview

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.

Who Should Listen to 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

Doug Lipp helped create the first international version of Disney University in Tokyo Disneyland. He 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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