Today’s interview is with Lee Cockerell, who has had a hugely successful career working for Hilton Hotels, Marriott Hotels and Resorts and The Walt Disney Company. Lee now runs his own company to share what he has learned over his career and joins us today to talk about his 2nd and new book: The Customer Rules: The 39 Essential Rules for Delivering Sensational Service.
This interviews follows on the back of last week’s interview: Customer service and customer loyalty can be improved by using decision science – Interview with Phil Barden and is number fifty-one in the series of interviews with authors and business leaders that are doing great things and helping businesses innovate, become more social and deliver better service.
Here’s the highlights from the interview I did with Lee:
About Lee (taken for his bio on his website)
Lee Cockerell is the former Executive Vice President of Operations for the Walt Disney World® Resort. “As the Senior Operating Executive for ten years Lee led a team of 40,000 Cast Members and was responsible for the operations of 20 resort hotels, 4 theme parks, 2 water parks, a shopping & entertainment village and the ESPN sports and recreation complex in addition to the ancillary operations which supported the number one vacation destination in the world.”
One of Lee’s major and lasting legacies was the creation of Disney Great Leader Strategies which was used to train and develop the 7000 leaders at Walt Disney World. Lee has held various executive positions in the hospitality and entertainment business with Hilton Hotels for 8 years and the Marriott Corporation for 17 years before joining Disney in 1990 to open the Disneyland Paris project.
Lee has served as Chairman of the Board of Heart of Florida United Way, the Board of Trustees for The Culinary Institute of America (CIA), the board of the Production and Operations Management Society and the board of Reptilia a Canadian attractions and entertainment company. In 2005 Governor Bush appointed Lee to the Governor’s Commission on Volunteerism and Public Service for the state of Florida where he served as Chairman of the Board.
He is now dedicating his time to public speaking, authoring a book on leadership, management and service excellence titled, Creating Magic…10 Common Sense Leadership Strategies from a Life at Disney. which is now available in 13 languages and his latest book, The Customer Rules…The 39 Essential Rules for Delivering Sensational Service. Lee also performs leadership and service excellence workshops and consulting for organizations around the world as well as for the Disney Institute.
You can find out more about Lee at his website (www.leecockerell.com), connect with him on Twitter @LeeCockerell, LinkedIn and grab his books on Amazon: Creating Magic: 10 Common Sense Leadership Strategies from a Life at Disney, and his new one: The Customer Rules: The 39 Essential Rules for Delivering Sensational Service.
Note: I take an unashamedly DIY approach to my podcasts with no intro and outro, unlike many other podcasts. So, what you get is just conversation less a few ‘ums’ and ‘errs’ that I’ve been able to edit out to make everyone sound slightly more eloquent. If you like the podcast be sure to subscribe to it via iTunes. If you do then please take the time to rate the podcast on iTunes too. Thanks.