What makes a company thrive? Is it cutting-edge technology, innovative strategies, or top-tier talent? While these factors contribute to success, Lee Cockerell—former Executive Vice President of Walt Disney World and renowned leadership expert—believes that company culture is the true game-changer. In his books, including Creating Magic and The Customer Rules, Cockerell shares timeless wisdom on how an intentional and well-crafted culture can transform an organization. Here’s what we can learn from his approach:

1. Culture Starts at the Top 

Leadership sets the tone for company culture. According to Cockerell, great leaders model the behaviors they want to see in their teams. Respect, accountability and a commitment to excellence should start at the highest levels and be consistently reinforced throughout the organization. 

2. People First, 

Always A strong culture prioritizes both employees and customers. Cockerell emphasizes that happy employees create happy customers, ultimately leading to business success. Investing in training, showing appreciation, and fostering an inclusive environment all contribute to a motivated and engaged workforce. 

3. Create a Culture of Service 

In The Customer Rules, Cockerell stresses that exceptional service should be a core company value. Employees should feel empowered to go above and beyond for customers, creating memorable experiences that build brand loyalty. 

4. The Power of Systems and Structure 

While culture is about people, it also thrives on strong systems. Cockerell highlights the importance of clear expectations, training programs, and structured processes that enable employees to perform at their best. When teams understand their roles and have the right tools, they are more likely to succeed. 

5. Continuous Improvement is Key

 A great culture isn’t static—it evolves. Organizations should embrace innovation, feedback, and learning to stay ahead. Leaders must regularly assess their company culture, listen to employees, and be willing to make changes to keep it strong and relevant. 

Final Thoughts 

Lee Cockerell’s leadership philosophy proves that a positive, people-focused company culture isn’t just a nice-to-have—it’s a business necessity. Companies that prioritize culture create workplaces where employees thrive, customers return, and success follows. Is your company culture where it needs to be? Take inspiration from Cockerell’s principles and start building a workplace that fosters excellence, service, and long-term success. Contact your HR Executive at Coast2Coast HR to discuss how you would like to strengthen your organization's culture. We have extensive experience with small to large organizations, bringing the power of culture to make your workplace a place for passionate employees to thrive. Schedule a free 30-minute call today. To contact us, email [email protected] or call (813) 680-0155 ext. 101.