Kenneth Chenault: 9/11 Challenged Us at the Highest Level

The transcript discusses the leadership challenges faced by the CEO of American Express during the aftermath of the 9/11 tragedy. It highlights the initial response, the emotional impact on employees, and the strategic decisions made to maintain morale and company resilience. The CEO shares his leadership philosophy, emphasizing the importance of defining reality and giving hope. The narrative concludes with reflections on the outcomes and the test of leadership during this crisis.

What was one of the first actions taken by the speaker after the 9/11 tragedy?

• Conducting a market survey

• Gathering the management team

• Launching a new product

• Organizing a charity event

Where did the speaker gather employees to discuss the company's future?

• Brooklyn Bridge

• Madison Square Garden

• Times Square

• Central Park

What was the speaker's message to employees about American Express during the crisis?

• The company would be sold

• The company would overcome the challenges

• The company would shut down

• The company would relocate

Which leadership maxim did the speaker adopt from Napoleon?

• Lead with fear

• Define reality and give hope

• Always be cautious

• Profit over people

What qualities did the speaker emphasize as crucial during the layoffs?

• Aggressiveness and secrecy

• Decisiveness and compassion

• Rigidity and inflexibility

• Indifference and aloofness