3 More Questions (Steve Squeri) with David Novak and Koula Callahan

How Leaders Lead with David Novak

David Novak Leadership

Entrepreneurship, Business, Management

4.8 • 596 Ratings

🗓️ 27 May 2024

⏱️ 15 minutes

🔗️ Recording | iTunes | RSS

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Summary

On this episode of 3 More Questions, you'll hear David Novak's answers to: What are other ways leaders can show their people that they’re acting on the feedback they receive? What’s your take on Steve wanting the organization to operate more as an enterprise as opposed to individual business units that competed against each other? How should a leader adjust their approach to leading people who have very different experiences? ——— GO DEEPER Scale up your leadership skills in 2 minutes a day with the How Leaders Lead app — Download today in the App Store Get coaching from David by signing up to receive his Weekly Leadership Plan. It builds on each podcast episode by offering actionable steps you can take each week to incorporate the learnings from the episode into your leadership style. It only takes about 5 minutes and is a great way to start off your week! Subscribe to the How Leaders Lead podcast to ensure you never miss an episode!

Transcript

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0:00.0	Welcome to How Leaders Lead. I'm Cula Callahan, here to bring you another edition of three more questions with David Novak. David, it's so great to be back on the show with you. How are you today?
0:14.0	I'm doing fine, Cula, and it's always fun to be with you as well. And you know what? We're going to get to talk about a great leader and a great
0:22.2	CEO, Steve Squeary, the CEO of American Express, which has had a tremendous run under his
0:28.2	leadership the past seven years. And what I love about Steve is this guy, here's a guy who comes up
0:35.3	in American Express, which you know is loaded with Harvard MBAs,
0:39.7	Columbia, MBAs, Stanford MBAs. But he grew up in Queens, went to Manhattan College, and climbed
0:47.2	his way to the very top in an environment like that. And one of the things he attributes to is
0:53.2	what he learned from his upbringing.
0:55.8	You know, how his mom basically told him, son, don't let anybody set any expectations for you.
1:01.9	You can be what you think you're capable of. And I just love that.
1:06.9	I love it too, David. And as an American Express cardholder myself, everything he said about how their team cares for customers is actually really true. I mean, he said in the episode, you know, if you have a flat tire on the side of the road or your flight gets delayed, you know, you're calling American Express because you know that one of their customer care professionals is on the other
1:28.4	end of the phone just ready and willing to help you out in whatever scenario you find yourself
1:33.7	in. And so it made me, honestly, very proud to be an American Express cardholder. And it's no
1:40.3	doubt that their customer care professionals are as committed as they are because
1:44.3	of Steve's leadership.
1:45.7	And I'm excited to get your take on some of the topics that you two discussed in your
1:51.2	conversations.
1:52.2	So let's get going with today's three questions.
1:54.5	All right.
1:55.5	Fire away.
1:56.5	Question number one. Steve is a leader who really believes in the power of feedback. Early on in his
2:05.9	role as CEO, he was critiqued for making decisions too fast. Steve took that feedback as a gift,
	...

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