In the latest edition of Developing Leaders Professor Emma McDonald of Cranfield School of Management and I analyse how Walt Disney built a customer culture that’s still the bedrock for global success. IEDP reports on the latest research, thought-leadership, and executive programmes from the world’s premier business schools and providers.

How do hospitality organisations achieve exceptional service and customer experiences? EP the leading forum for business thinking and opinion in the leisure, hospitality, travel and tourism industry, together with Penshee are hosting a series of round tables with industry leaders to answer this question. We were delighted to have joined seasoned executives from the Savoy, The Lancaster, ISS Facility Services, Servicebrand Global and Vacherin, at the Goring London for a vigorous two hour debate and healthy differences of opinion.

In our first article for EP, the leading business thinking and opinion in the leisure, hospitality, travel and tourism industry, Malcolm and I argue that a service ethos must be intentionally designed into successful hotels.

Will the new breed of Chief Customer Officers succeed in reversing the tactical preoccupation of many organisations, the slide of Marketing into the “colouring-in department”, and growing frustration with Customer Experience teams?

An organisational purpose is a much more strategic idea than corporate social responsibility, and a well designed purpose can act in the same way as a strong founder, driving direction and decision making, and resolutely focusing everybody internally on a common understanding of customer needs.