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Top Takeaways:


“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?

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