Contact Shep (314) 692-2200

Stronger Through Adversity

Delivering Amazing Customer Experiences Through Times of Crisis

Shep Hyken interviews Joseph Michelli, Ph.D., certified CX professional and bestselling author. They discuss his new book, Stronger Through Adversity, and share key lessons on how to survive and thrive during challenging times.

Subscribe and Listen

Top Takeaways:

  • You may not always be able to keep doing things the same way you have always done them, especially under time constraints. The ability to adapt is crucial.
  • Difficult, frightening and challenging times can become opportunities to really shine as a brand and as a company.
  • Show appreciation to your customers! Call them to thank them for their recent purchase without any sales agenda. This gesture goes a long way.
  • Look for ways to adapt and translate the customer experience without sacrificing the quality of the experience.
  • A “luxury” experience does not mean a slow experience. Focus on creating an elevated sensory experience by meeting your customer where they are.
  • Not every moment within the customer experience is equal. Focus on managing the beginning, end, high points and pain points.
  • Brand promises of customer centricity were put to the test once the pandemic hit. Leaders and companies will be remembered for how they behaved during a crisis.
  • You don’t need to be perfect. Be honest and own your mistakes, and keep working to improve the world around you.
  • One of the most powerful things a leader can do is listen. That’s much of what customer service is all about.
  • The word for 2020 is empathy—followed by “you’re on mute!” Don’t lose hope, find the humor, and keep moving forward.


“Leaders throughout the pandemic said they were moving between front, middle and back more than they’ve ever had to before. You have to have a fluidity of leadership style to a greater degree than prior to the pandemic.”

“You have to trust in yourself and also your people. Now is the time to step back and let them shine.”

“Our brands are all going to be known for the way we behaved in this crisis to a much greater degree than the way we behaved in calmer times.”

“This is a time to accept that you aren’t perfect. We want to be led by imperfect people trying to work with us to create a more perfect world.”

“One of the most powerful things you can do as a leader is just listen. If you’re in the customer experience business, you’re in the listening business. If you’re a leader, you’re in the listening business.”


Joseph Michelli, Ph.D., is a certified customer experience professional, international keynote speaker and the bestselling author of nine business books. He helps leadership teams improve the experiences they provide for team members and customers.

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.

This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:

  1. How can I create a more convenient customer experience?
  2. How can I lead through times of crisis?
  3. How has COVID-19 changed the world of business?
  4. What makes a good business leader?
  5. How can I show appreciation to my customers?

Want to receive Shep’s latest customer service and CX research?

Sign up for instant access to Shep’s research report on customer service and customer experience.

"*" indicates required fields

This field is for validation purposes and should be left unchanged.

© 2024 Shepard Presentations, LLC.
All Rights Reserved.

Legal Information | Sitemap Legap

Site by: digitalONDA