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Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic KingdomDoug Lipp, President, G. D...
Parature<br />Parature is a global leader in on-demand software (SaaS) for customer service and support<br />Parature enab...
Gaming and Digital Media<br />Business Services<br />Technology<br />Healthcare<br />Associations<br />Education<br />850 ...
The Customer Has Never Been More Important!  <br />In light of sales teams selling less - organizations are focused on:<br...
Service Has Become A Major Differentiator<br />Improving the customer experience<br />Multi-channel support<br />Providing...
Parature:  An Integrated Support Suite<br />CUSTOMER TOUCH POINTS<br />SERVICE DESK <br />Delivering Multi-Channel Support...
…Backed by an Intuitive, Intelligent System<br />Parature lets you:<br /><ul><li>Define hierarchical ticketing queues and ...
Program auto-responses for repetitive inquiries
Establish an integrated internal knowledge base
Manage tasks and time-based alerts to ensure adherence to SLA thresholds
Report upon CSR productivity
Incorporate customer data to ensure “One View of the Customer”
Collect and analyze customer feedback
Integrate ticketing data with customer records and chat windows
…update your customer portal with each and every mouse click </li></li></ul><li>
Rosetta Stone Customer Portal – Serving 1 Million Customers<br />Browse or<br />Search<br />Knowledge Base<br />Support Po...
Support for Every Facebook Fan Page<br /><ul><li> Monitor, listen and engage with your customers on your Facebook Fan Page.
 Your Customers can get Support right on your Facebook Fan Page.
 Your Customers can share their positive support experiences through their friend’s streams.</li></ul>Parature  for<br />B...
Deliver Multi-Channel Support On Facebook<br />Deliver multi-channel support to your customers via searchable FAQ’s, live ...
www.DougLipp.com<br />Beyond<br />Stuck In the Middle Seat™<br />Welcome Change <br />Take Control<br />
www.DougLipp.com<br />
www.DougLipp.com<br />
www.DougLipp.com<br />How Disney Lost, <br />Then Restored<br /> the Luster <br />to the Magic Kingdom<br />
www.DougLipp.com<br />When is a Train,<br />Not a Train?<br />
www.DougLipp.com<br />Survival of the Fittest…<br />
www.DougLipp.com<br />Survival of the Fittest…<br />From Davey Crockett<br />to<br />The Lion King<br />
www.DougLipp.com<br />Survival of the Fittest…<br />From Davey Crockett<br />to<br />The Lion King<br />And Beyond!<br />
www.DougLipp.com<br />Lessons From Disney:<br />“Be Willing to Change<br />To<br />Remain the Same”<br />
www.DougLipp.com<br />Organizations That<br />Reinvent Themselves<br /> <br />Doug Lipp<br />
www.DougLipp.com<br />Organizations That<br />Reinvent Themselves<br />Will<br />Dominate Their Market!<br /> <br />Doug L...
www.DougLipp.com<br />Maximize Your Potential:<br />
www.DougLipp.com<br />Maximize Your Potential:<br />Overcome the Obstacles <br />
www.DougLipp.com<br />Maximize Your Potential:<br />Overcome the Obstacles <br />Create the Opportunities<br />
www.DougLipp.com<br />The Obstacles<br />
www.DougLipp.com<br />Obstacle #1<br /> <br />Whaaa, This Isn’t Fair!<br />
www.DougLipp.com<br />
www.DougLipp.com<br />
www.DougLipp.com<br /> <br />“Whaaa”<br /><ul><li>Play the “Victim”
Refuse to Look for the Positive
 Why Does This Always Happen </li></ul>   to 	Me???<br />
www.DougLipp.com<br />Obstacle #2<br />Over-React<br />
www.DougLipp.com<br />
www.DougLipp.com<br />
www.DougLipp.com<br />
www.DougLipp.com<br />Over-React<br /><ul><li> Blame Others
 Pitch a Fit (“Break” Stuff)
 “Those Jerks!”</li></li></ul><li>www.DougLipp.com<br />Obstacle #3<br />         Build Walls<br />
www.DougLipp.com<br />
www.DougLipp.com<br />Build Walls<br /><ul><li> Become Indifferent
 Get Even …</li></ul>   … “I’ll Show Them!”<br />
www.DougLipp.com<br />The Opportunities<br />
www.DougLipp.com<br />Beyond<br />Stuck In the Middle Seat™<br />Expanding The Possibilities<br />
www.DougLipp.com<br />Opportunity #1<br />Perspective…<br />
www.DougLipp.com<br />Opportunity #1<br />Perspective…<br />                      Do You See it<br />                     ...
www.DougLipp.com<br />
www.DougLipp.com<br />FEATURE FILMS ARE THE RE-<br />SULT OF YEARS OF SCIENTI-<br />FIC STUDY COMBINED WITH<br />THE EXPER...
www.DougLipp.com<br />
www.DougLipp.com<br />FEATURE FILMS ARE THE RE-<br />SULT OF YEARS OF SCIENTI-<br />FIC STUDY COMBINED WITH<br />THE EXPER...
www.DougLipp.com<br />
www.DougLipp.com<br />FEATURE FILMS ARE THE RE-<br />SULT OF YEARS OF SCIENTI-<br />FIC STUDY COMBINED WITH<br />THE EXPER...
www.DougLipp.com<br />FEATURE FILMS ARE THE RE-<br />SULT OF YEARS OF SCIENTI-<br />FIC STUDY COMBINED WITH<br />THE EXPER...
www.DougLipp.com<br />FEATURE FILMS ARE THE RE-<br />SULT OF YEARS OF SCIENTI-<br />FIC STUDY COMBINED WITH<br />THE EXPER...
www.DougLipp.com<br />FEATURE FILMS ARE THE RE-<br />SULT OF YEARS OF SCIENTI-<br />FIC STUDY COMBINED WITH<br />THE EXPER...
www.DougLipp.com<br />FEATURE FILMS ARE THE RE-<br />SULT OF YEARS OF SCIENTI-<br />FIC STUDY COMBINED WITH<br />THE EXPER...
www.DougLipp.com<br />FEATURE FILMS ARE THE RE-<br />SULT OF YEARS OF SCIENTI-<br />FIC STUDY COMBINED WITH<br />THE EXPER...
www.DougLipp.com<br />FEATURE FILMS ARE THE RE-<br />SULT OF YEARS OF SCIENTI-<br />FIC STUDY COMBINED WITH<br />THE EXPER...
www.DougLipp.com<br />How “Clean”<br />Is<br />Clean?  <br />
www.DougLipp.com<br />Opportunity #2<br />Creative<br />Bridge - Building<br />
www.DougLipp.com<br />
www.DougLipp.com<br />Creative Bridge-Building<br />A Lesson From<br />Starbucks<br />
www.DougLipp.com<br />Creative Bridge-Building<br />A Lesson From<br />Disney<br />
www.DougLipp.com<br />Creative Bridge-Building<br />A Lesson From<br />Disney          	 	(Remember the Train Story?)<br />
www.DougLipp.com<br />Creative Bridge-Building<br />A Lesson From<br />Disney<br />Moustaches? Oh No!<br />
www.DougLipp.com<br />Opportunity #3<br />Mental Toughness<br />
www.DougLipp.com<br />Mental Toughness<br />
www.DougLipp.com<br />Mental Toughness<br />You’re In Control,<br />Even When …<br />
www.DougLipp.com<br />Mental Toughness<br />You’re In Control,<br />Even When …<br />Stuck In the Middle Seat™<br />
www.DougLipp.com<br />Attitude:<br />Your Passport to Success<br />
www.DougLipp.com<br />
www.DougLipp.com<br />Attitude:<br />Attitude Drives Change <br />We Control Our Attitude…<br />…Nothing Else! <br />
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Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom

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What’s the worst place in an airplane? The middle seat! Why? You’re literally stuck in a rotten place, possibly for a long time, and you can’t do anything about it. Or can you?

Doug Lipp, respected author, speaker and former head of training at Disney University, uses the middle seat as a metaphor for what happens to all of us in life … we get stuck in uncomfortable places. How do you deal with unfortunate situations? When in a situation that you “can’t control,” what options do you actually have?

This entertaining and thought-provoking webinar addresses such topics as:

* Creative Problem Solving
* Work-Life Balance
* Customer Service
* Product Development

Join us for this fun-filled, insightful webinar as Doug addresses everything from life-on-the-road horror stories to dealing with organizational change.

Published in: Business, Technology
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Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic Kingdom

  1. 1. Beyond Stuck in the Middle Seat®: How Disney Lost, Then Restored the Luster to the Magic KingdomDoug Lipp, President, G. Douglas Lipp & AssociatesGary McNeil, Vice President of Marketing, Parature<br />
  2. 2. Parature<br />Parature is a global leader in on-demand software (SaaS) for customer service and support<br />Parature enables organizations to:<br />Reduce the cost of supporting their customers<br />Have a 360 view of customer issues<br />Retain their customers<br />Improve customer loyalty<br />Generate more revenue from their base<br />Deliver “great” customer service<br />
  3. 3. Gaming and Digital Media<br />Business Services<br />Technology<br />Healthcare<br />Associations<br />Education<br />850 Customers Across Industries & Market Segments<br />
  4. 4. The Customer Has Never Been More Important! <br />In light of sales teams selling less - organizations are focused on:<br />Customer retention<br />Customer upsell and cross sell opportunities<br />Lifetime value of a customer<br />Overall revenue from the customer base<br />
  5. 5. Service Has Become A Major Differentiator<br />Improving the customer experience<br />Multi-channel support<br />Providing support in the manner by which the customer wants it<br />Reducing customer effort<br />Delivering on the promise of first contact resolution<br />The result is reduced frustration<br />Increasing customer loyalty<br />By reducing customer effort you increase customer loyalty<br />Increased loyalty is a game changer<br />
  6. 6. Parature: An Integrated Support Suite<br />CUSTOMER TOUCH POINTS<br />SERVICE DESK <br />Delivering Multi-Channel Support<br />For your CSR’s to Manage All Customer Interactions<br />Metrics &Reports<br />Deploy Surveys<br />Feedback<br />Chat<br />Ticket<br />?<br />Forums<br />Your CSR<br />Downloads<br />Mobile <br />Your Customer<br />E-Mail<br />Knowledge-base and FAQ’s<br />360º Customer History<br />Intelligent Workflow<br />Phone<br />Service Desk<br />6<br />
  7. 7. …Backed by an Intuitive, Intelligent System<br />Parature lets you:<br /><ul><li>Define hierarchical ticketing queues and personalized routing rules
  8. 8. Program auto-responses for repetitive inquiries
  9. 9. Establish an integrated internal knowledge base
  10. 10. Manage tasks and time-based alerts to ensure adherence to SLA thresholds
  11. 11. Report upon CSR productivity
  12. 12. Incorporate customer data to ensure “One View of the Customer”
  13. 13. Collect and analyze customer feedback
  14. 14. Integrate ticketing data with customer records and chat windows
  15. 15. …update your customer portal with each and every mouse click </li></li></ul><li>
  16. 16. Rosetta Stone Customer Portal – Serving 1 Million Customers<br />Browse or<br />Search<br />Knowledge Base<br />Support Portal<br />Chat with Agent<br />Submit a Ticket<br />Phone Support<br />
  17. 17. Support for Every Facebook Fan Page<br /><ul><li> Monitor, listen and engage with your customers on your Facebook Fan Page.
  18. 18. Your Customers can get Support right on your Facebook Fan Page.
  19. 19. Your Customers can share their positive support experiences through their friend’s streams.</li></ul>Parature for<br />Be Where Your Customers Are.<br />
  20. 20.
  21. 21. Deliver Multi-Channel Support On Facebook<br />Deliver multi-channel support to your customers via searchable FAQ’s, live chat, and feedback/comment forms<br />
  22. 22. www.DougLipp.com<br />Beyond<br />Stuck In the Middle Seat™<br />Welcome Change <br />Take Control<br />
  23. 23. www.DougLipp.com<br />
  24. 24. www.DougLipp.com<br />
  25. 25. www.DougLipp.com<br />How Disney Lost, <br />Then Restored<br /> the Luster <br />to the Magic Kingdom<br />
  26. 26. www.DougLipp.com<br />When is a Train,<br />Not a Train?<br />
  27. 27. www.DougLipp.com<br />Survival of the Fittest…<br />
  28. 28. www.DougLipp.com<br />Survival of the Fittest…<br />From Davey Crockett<br />to<br />The Lion King<br />
  29. 29. www.DougLipp.com<br />Survival of the Fittest…<br />From Davey Crockett<br />to<br />The Lion King<br />And Beyond!<br />
  30. 30. www.DougLipp.com<br />Lessons From Disney:<br />“Be Willing to Change<br />To<br />Remain the Same”<br />
  31. 31. www.DougLipp.com<br />Organizations That<br />Reinvent Themselves<br /> <br />Doug Lipp<br />
  32. 32. www.DougLipp.com<br />Organizations That<br />Reinvent Themselves<br />Will<br />Dominate Their Market!<br /> <br />Doug Lipp<br />
  33. 33. www.DougLipp.com<br />Maximize Your Potential:<br />
  34. 34. www.DougLipp.com<br />Maximize Your Potential:<br />Overcome the Obstacles <br />
  35. 35. www.DougLipp.com<br />Maximize Your Potential:<br />Overcome the Obstacles <br />Create the Opportunities<br />
  36. 36. www.DougLipp.com<br />The Obstacles<br />
  37. 37. www.DougLipp.com<br />Obstacle #1<br /> <br />Whaaa, This Isn’t Fair!<br />
  38. 38. www.DougLipp.com<br />
  39. 39. www.DougLipp.com<br />
  40. 40. www.DougLipp.com<br /> <br />“Whaaa”<br /><ul><li>Play the “Victim”
  41. 41. Refuse to Look for the Positive
  42. 42. Why Does This Always Happen </li></ul> to Me???<br />
  43. 43. www.DougLipp.com<br />Obstacle #2<br />Over-React<br />
  44. 44. www.DougLipp.com<br />
  45. 45. www.DougLipp.com<br />
  46. 46. www.DougLipp.com<br />
  47. 47. www.DougLipp.com<br />Over-React<br /><ul><li> Blame Others
  48. 48. Pitch a Fit (“Break” Stuff)
  49. 49. “Those Jerks!”</li></li></ul><li>www.DougLipp.com<br />Obstacle #3<br /> Build Walls<br />
  50. 50. www.DougLipp.com<br />
  51. 51. www.DougLipp.com<br />Build Walls<br /><ul><li> Become Indifferent
  52. 52. Get Even …</li></ul> … “I’ll Show Them!”<br />
  53. 53. www.DougLipp.com<br />The Opportunities<br />
  54. 54. www.DougLipp.com<br />Beyond<br />Stuck In the Middle Seat™<br />Expanding The Possibilities<br />
  55. 55. www.DougLipp.com<br />Opportunity #1<br />Perspective…<br />
  56. 56. www.DougLipp.com<br />Opportunity #1<br />Perspective…<br /> Do You See it<br /> Like I see it?<br />
  57. 57. www.DougLipp.com<br />
  58. 58. www.DougLipp.com<br />FEATURE FILMS ARE THE RE-<br />SULT OF YEARS OF SCIENTI-<br />FIC STUDY COMBINED WITH<br />THE EXPERIENCE OF YEARS <br />
  59. 59. www.DougLipp.com<br />
  60. 60. www.DougLipp.com<br />FEATURE FILMS ARE THE RE-<br />SULT OF YEARS OF SCIENTI-<br />FIC STUDY COMBINED WITH<br />THE EXPERIENCE OF YEARS <br />
  61. 61. www.DougLipp.com<br />
  62. 62. www.DougLipp.com<br />FEATURE FILMS ARE THE RE-<br />SULT OF YEARS OF SCIENTI-<br />FIC STUDY COMBINED WITH<br />THE EXPERIENCE OF YEARS <br />
  63. 63. www.DougLipp.com<br />FEATURE FILMS ARE THE RE-<br />SULT OF YEARS OF SCIENTI-<br />FIC STUDY COMBINED WITH<br />THE EXPERIENCE OF YEARS <br />
  64. 64. www.DougLipp.com<br />FEATURE FILMS ARE THE RE-<br />SULT OF YEARS OF SCIENTI-<br />FIC STUDY COMBINED WITH<br />THE EXPERIENCE OF YEARS <br />
  65. 65. www.DougLipp.com<br />FEATURE FILMS ARE THE RE-<br />SULT OF YEARS OF SCIENTI-<br />FIC STUDY COMBINED WITH<br />THE EXPERIENCE OF YEARS <br />
  66. 66. www.DougLipp.com<br />FEATURE FILMS ARE THE RE-<br />SULT OF YEARS OF SCIENTI-<br />FIC STUDY COMBINED WITH<br />THE EXPERIENCE OF YEARS <br />
  67. 67. www.DougLipp.com<br />FEATURE FILMS ARE THE RE-<br />SULT OF YEARS OF SCIENTI-<br />FIC STUDY COMBINED WITH<br />THE EXPERIENCE OF YEARS <br />
  68. 68. www.DougLipp.com<br />FEATURE FILMS ARE THE RE-<br />SULT OF YEARS OF SCIENTI-<br />FIC STUDY COMBINED WITH<br />THE EXPERIENCE OF YEARS <br />
  69. 69. www.DougLipp.com<br />How “Clean”<br />Is<br />Clean? <br />
  70. 70. www.DougLipp.com<br />Opportunity #2<br />Creative<br />Bridge - Building<br />
  71. 71. www.DougLipp.com<br />
  72. 72. www.DougLipp.com<br />Creative Bridge-Building<br />A Lesson From<br />Starbucks<br />
  73. 73. www.DougLipp.com<br />Creative Bridge-Building<br />A Lesson From<br />Disney<br />
  74. 74. www.DougLipp.com<br />Creative Bridge-Building<br />A Lesson From<br />Disney (Remember the Train Story?)<br />
  75. 75. www.DougLipp.com<br />Creative Bridge-Building<br />A Lesson From<br />Disney<br />Moustaches? Oh No!<br />
  76. 76. www.DougLipp.com<br />Opportunity #3<br />Mental Toughness<br />
  77. 77. www.DougLipp.com<br />Mental Toughness<br />
  78. 78. www.DougLipp.com<br />Mental Toughness<br />You’re In Control,<br />Even When …<br />
  79. 79. www.DougLipp.com<br />Mental Toughness<br />You’re In Control,<br />Even When …<br />Stuck In the Middle Seat™<br />
  80. 80. www.DougLipp.com<br />Attitude:<br />Your Passport to Success<br />
  81. 81. www.DougLipp.com<br />
  82. 82. www.DougLipp.com<br />Attitude:<br />Attitude Drives Change <br />We Control Our Attitude…<br />…Nothing Else! <br />
  83. 83. www.DougLipp.com<br />Mental Toughness<br />Happiness<br />
  84. 84. www.DougLipp.com<br />Mental Toughness<br />Happiness<br />Performance<br />
  85. 85. www.DougLipp.com<br />Mental Toughness<br />Happiness<br />Health<br />Performance<br />
  86. 86. www.DougLipp.com<br />Mental Toughness<br />Happiness<br />Health<br />Performance<br />
  87. 87. www.DougLipp.com<br />Mental Toughness<br />Happiness<br />Health<br />Performance<br />
  88. 88. www.DougLipp.com<br />Opportunity #4<br />It’s Up to You!<br />What Will You:<br />Start, Stop & Continue<br />
  89. 89. www.DougLipp.com<br />Opportunity #4<br />It’s Up to You!<br /><ul><li> Your (and their) Perspective
  90. 90. Bridge-Building Activities
  91. 91. Mental Toughness Techniques</li></li></ul><li>www.DougLipp.com<br />Start Stop Continue<br />Short-Term (This Week)<br /> <br /> Start: Stop: Continue:<br /> <br /> <br />Long-Term (Within 1 Month)<br /> <br />Start: Stop: Continue:<br />
  92. 92. www.DougLipp.com<br />"The greater danger for most of us <br />is not that our aim is too high <br />and we miss it,<br />
  93. 93. www.DougLipp.com<br />"The greater danger for most of us <br />is not that our aim is too high <br />and we miss it,<br />but that it is too low <br />and we reach it"<br />Michelangelo<br />
  94. 94. www.DougLipp.com<br />
  95. 95. www.DougLipp.com<br />Contact Doug Lipp<br />at<br />www.douglipp.com<br />Download Articles<br />Online Training<br />Order Books<br />
  96. 96. Follow Parature On<br />blog.parature.com<br />www.facebook.com/parature<br />www.twitter.com/parature<br />www.youtube.com/paratureinc<br />www.slidesharenet.net/parature<br />www.parature.com/rss<br />

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