Hyatt CEO Talks Purposeful Leadership

In a speech at Wharton, Mark Hoplamazian, CEO of Hyatt Hotels said that future leaders need to listen, have clarity of purpose, and be authentic. In the speech, he discusses how a janitor at NASA described his job as “I’m helping to put a man on the moon.” Hoplamazian describes how everyone in the organization needs to have that same clarity of purpose:

If people do get it, and it’s simple and powerful, then they’ll know how to apply themselves in order to deliver that

My take: This short speech by Hoplamazian does a great job of describing the essence of purposeful leadership, one of Temkin Group’s four customer experience core competencies. While only 15% of large companies have mastered purposeful leadership, it’s still the highest scoring competency. Unfortunately for Hoplamazian, Hyatt hasn’t fully mastered all of the competencies, as it earned 9th place out of 12 hotel chains in the 2012 Temkin Experience Ratings.

If you want to gauge the commitment of Hoplamazian or any other leader, take this simple evaluation:

The bottom line: Purposeful leadership requires true commitment

Written by 

I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about leading-edge XM topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

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