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 am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (, a non-profit organization dedicated to the success of CX professionals.

Leave a Reply

This site uses Akismet to reduce spam. Learn how your comment data is processed.