Customer centric leadership

Two successful exits as a Loyalty and CX executive in professional services. Still interested in where this is all going.

[Customer centric leadership @LoyalOutcome]

I wrote this in 2017 for https://t.co/R51nykIRvi Still just as relevant today. How to build and scale a program for engaging customers: https://t.co/BZBibgFaeg

[Mikhail Khodorkovsky @khodorkovsky_en]

Watch the full @nestcentreorg Midweek Briefing with @JohnLough and @GLandsbergis here: https://t.co/d65tLOu6uv

And follow to stay informed on what Russia is doing in the Baltics, and what the West can still do to stop it.

[13/13]

[Customer centric leadership @LoyalOutcome]

@TimurNegru @DuaneStorey @milanm_ Denia fits this bill south of Valencia

[Mike Pence @Mike_Pence]

“This is a moment to increase support for Ukraine so it can keep the pressure on Russia. Only the prospect of greater losses and potential defeat will cause Mr. Putin to abandon his imperial ambitions in Ukraine—and in Western Europe.” Is Ukraine Turning the Russian Tide? https://t.co/eFOJkGJExj

[Customer centric leadership @LoyalOutcome]

The world would be a better place without the large ship cruise industry https://t.co/kX6z5s9w5D

[Razom for Ukraine 🇺🇸🤝🇺🇦 @razomforukraine]

‼️ Today, we brought 20,000 teddy bears to the National Mall in Washington — each representing a Ukrainian child abducted by Russia. Come to the National Mall and join our call. All children must be unconditionally reunited with their families. BRING KIDS BACK.

[Customer centric leadership @LoyalOutcome]

@nationalcares I'm trying to restore my Executive status via Visa Infinite and it doesn't work. Your chat rep said they could not fix it and blamed me for the problem. Lousy way to treat a long-time loyalist. Guess I'll just switch to @Avis

[Rep. Don Bacon 🇺🇸✈️🏍️⭐️🎖️ @RepDonBacon]

.@VP should get the heck out of Hungary & focus on Iran. My family is from Hungary—a freedom-loving country that rose up against the Soviets in 1956. Today Orban has aligned Hungary closer to Russia & undermined NATO. Regardless we shouldn't interfere in other countries' elections. That’s what Russia & China do.

[Volodymyr Tretyak 🇺🇦 @VolodyaTretyak]

Zelenskyy is right as always:

“I believe that America is stronger with Europe. I believe that there's no NATO without America and NATO doesn't exist without Europe. And I don't want to argue with anyone about who contributed more, the US or Europe. They should not argue. This is not a competition. America and Europe are one civilized world and they have the same values and solutions.
The fact is that NATO is a defensive alliance and is defending each other's countries. Therefore, I believe that any split in NATO will weaken both sides.”

[Jimmy Rushton @JimmySecUK]

A couple of things: 1) nothing the American government under Trump says can be trusted and 2) voluntarily surrendering the most heavily defended territory in Ukraine to Russia would be a strategic catastrophe.

I believe the Ukrainian government understands both of these points.

[Rep. Don Bacon 🇺🇸✈️🏍️⭐️🎖️ @RepDonBacon]

.@RepStenyHoyer is right. Congress should pass legislation helping Ukraine acquire the weapons it needs to defend against Russia’s invasion & tighten sanctions against Russia. We have 217 signatures to force a vote & only need one more. Americans overwhelmingly support Ukraine & want us to do more.
https://t.co/6GCyfOrQ4B

[Joni Askola @joni_askola]

The European far right and far left are just two sides of the same Russian coin.

Whether they shout about sovereignty or pacifism, the result is always the same:

They end up repeating Kremlin talking points and trying to dismantle the alliances that keep us safe from Moscow

[Kate from Kharkiv @BohuslavskaKate]

Don Bacon on Russia-Ukraine:

We shouldn't act like a referee in a boxing match between two equals. No, we have a victim, a democracy being invaded, and a dictator doing the invading. We should not act neutral. This is good versus evil.

I expect more from a Republican administration: stand up to the bully, stand up to Putin. I'm a Reagan Republican. I support negotiations, but there's right and wrong here, and we’re acting morally blind.

[Timothy Snyder @TimothyDSnyder]

If we made the green energy transition this war would be unthinkable and these authoritarians wouldn’t be in power — not in the US, not in Iran, not in Saudi Arabia, not in Russia. Hydrocarbons are killing our freedom and just plain killing us.

[Customer centric leadership @LoyalOutcome]

@pepi_sanchez @JakeNomada It was W-I-L-D for sure. Crazy to realize now we were all high school seniors with the autonomy to go party unchaperoned in another country. Papas and Beer was the main party bar if I recall correctly.

[Customer centric leadership @LoyalOutcome]

@JakeNomada My high school had a senior sneak tradition. Class officers would work with the local travel agency and book group spring break in Maz; 100s of us would go every year. One of my best memories.

[Customer centric leadership @LoyalOutcome]

@JakeNomada Used to be much more of a popular destination for people from Western US (before Cabo took over). I grew up in Colorado, ski resort employees would head to Maz for a party week in April after the end of season.

[Meanwhile in Ukraine @MeanwhileInUA]

This is the part many leaders ignored: when Russia broke international law in Ukraine, the shock was never going to stop in Ukraine.

Italian PM Giorgia Meloni linked the Iran crisis to Russia’s war, saying the collapse began when a UN Security Council member attacked its neighbor. Ukrainians have lived inside that chaos for years. Now the world is meeting its consequences.

[Customer centric leadership @LoyalOutcome]

Same advice applies in management consulting

[Boring_Business @BoringBiz_]

The one piece of advice I always give young graduates who are starting off in banking or private equity

You need to lose the ego.

Most people who join these finance seats come from good backgrounds, went to Ivy League or equivalent schools, and tend to be relatively more intelligent than the average person

But then they join a job like banking and quickly realize that none of that IQ is being put to use

Your days are spent doing mindless grunt work, including

> changing font colors on PPT decks
> updating formulas on excel sheets
> coordinating Zoom meetings with clients
> sending calendar invites to investors
> creating nice looking graphs and charts for CIMs

For a lot of folks, this is completely different than what they imagined their life to be like as a banker or private equity investor

You joined this field expecting to close "exciting" multi-billion-dollar deals, but the reality is that you are just a glorified assistant to your VPs and MDs

In a short time, a lot of analysts start to feel that the job is beneath them, and they stop taking it seriously as a whole.

While this can be a perfectly good reason to leave banking after a couple of years, I highly encourage young graduates to suck it up and actually try to do the job well

Two main reasons
> you will actually learn a lot more if you try
> you will preserve relationships in the industry

While I agree that most of the banking job is BS at the analyst level, it does actually set a fantastic foundation for the rest of your career

Even simply learning how M&A transactions work, how models are created, and how deals get negotiated are valuable skills for any job in any field

As an analyst, you get to be a fly on the wall during boardroom conversations that very few people ever get to see or hear in their entire lifetime

You should take advantage of it

Banking is very much a job where you will receive as much as you give. The more you try, the more you will learn

Second, and even more importantly, no one wants to work with analysts who have bad attitudes about the job

Working hard and trying your best will set a precedent for yourself that people in the industry will remember you by

Careers are incredibly long, and finance is a small world.

Even if you dont plan on being in banking forever, there is a possibility that you will come across your coworkers again in the context of something else in your life

If you move over to PE, you might see them on the other side of a deal

If you apply for a job outside of finance, it is possible that you will need a referral from your VP or MD to go and land your dream gig

If you want to go down the MBA route, the same will be true

Being a hard worker is a great reputation to have for anything you want to do next. Burning relationships because of your ego is 100% never worth it

Always remember that you are just starting your career, and nobody trusts you to do the big things yet

But do the small things well, and build a solid reputation for yourself. Don't ever think that a job is beneath you because you are too smart or intelligent for a mundane task

I have seen many bankers and PE folks come and go in this field. The ones with too much ego and pride at a young age are never able to stick it out long enough

[Rahm Emanuel @RahmEmanuel]

Russia is providing Iran with satellite intelligence on U.S. military targets and American service members — helping Tehran strike Americans in the Middle East.

At the same time, President Zelensky and Ukraine are offering their battle-tested expertise to help the U.S. and its allies defend against Iranian drones.

It’s not complicated. Russia is helping Iran target and kill American service men and women. Ukraine is offering to help defend Americans risking their lives.

Somebody needs to walk into the Oval Office and tell the President what he needs to hear — the difference between friends and foes. When your back is against the wall and the chips are down, you find out who shows up to help and who stabs you in the back.

https://t.co/pebbr82A4u

https://t.co/NkVyROZAo8

[Bakhti Nishanov @b_nishanov]

The Jewish leader of a Christian majority country attending a Muslim breaking of the fast. Ukraine is extraordinary. It defies all odds and time and again demonstrates strength in unity based on diversity. Never bet against Ukraine.