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4 common lessons dealers and business owners learned in 2020 – Joseph Michelli, Stronger Through Adversity

Today on CBT News, anchor Jim Fitzpatrick is joined by Joseph Michelli, CEO of The Michelli Experience and bestselling author. Michelli joins the show to look back on the lessons learned in 2020 and discuss his new book, Stronger Through Adversity

Michelli opens the conversation by sharing what readers can take away from the tools that are mentioned in his book. He says that he has asked several business leaders what they learned through the challenging moments this year. Michelli states this was a year for compassion but was also a year that business leaders learned how to hold each other accountable. Many leaders succeeded in pivoting from surviving the pandemic to thriving through it.

Michelli says that listening became a common lesson among some of the biggest companies in the country. Every industry was trying to create real hope as they navigated the pandemic, which largely meant making communication and listening, key tools to creating a strong, cohesive work environment. He says that most leaders are taking safety measures into 2021 even when the pandemic subsides. These include delivery services, curbside pickup, and contactless payments. For many businesses, video conferencing through Zoom has opened the door to work outside of the office without any hiccup in normal operations.

Michelli concludes the conversation by sharing how the hospitality industry has been impacted by the pandemic and where they go from here. He says that every sector has some form of hospitality. He believes hotels, entertainment venues, and airliners will hopefully bounce back once consumers have the confidence they need for their normal activities.


Did you enjoy this interview with customer experience expert Joseph Michelli? Please share your thoughts, comments, or questions regarding this topic with host Jim Fitzpatrick at jfitzpatrick@cbtnews.com.

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CBT Automotive Network is a multimedia broadcast platform serving automotive professionals. With interviews featuring the biggest names in the industry, daily newscasts following top stories, up-to-date market data, and exclusive articles covering the latest industry trends, CBT is the leading voice of the retail automotive industry.

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