Guest Post: Stronger Through Adversity | Leadership Lessons on Convenience, Customer Experience, and Legacy

This week we feature an article from Joseph A. Michelli, Ph.D., C.S.P., speaker, author, and organizational consultant. He talks about how the COVID-19 pandemic changed the customer experience and how business leaders responded.
It’s hard to remember those “good old days” before COVID-19. However, I do recall ending 2019 with a very positive outlook on the year ahead. I suspect you did as well. As I rang in the new year, I imagined I would spend a lot of time helping my clients drive customer loyalty and referrals. We would work together to put Shep’s wisdom into action, particularly with regard to reducing customer effort. For example, in The Convenience Revolution, Shep wrote:
“Convenience is relevant to your business, no matter what your business happens to be…It would be a strategic catastrophe to assume you are ‘convenient enough’ for your customer, and it’s a potentially huge marketplace advantage to make what you offer the