#153 Navigating Crisis with Integrity: Strategies for Building Trust in Customer Experience

What happens when your company’s reputation—and your customers’ trust—hangs by a thread? Are you ready for a moment when a crisis isn’t just possible, but inevitable?

In this episode, I dive deep into one of the most critical topics for today’s leaders: how strategy, communication, and integrity intersect to protect (and sometimes rebuild) your organization's trust in the face of crisis. When everything is on the line, understanding this intersection isn’t just important—it’s essential. The choices you make, and how you communicate them, can mean the difference between lasting customer loyalty or irreparable damage to your brand.

That’s why you can’t afford to miss my conversation with Michael Meath. Michael has spent over 40 years advising companies across the country through some of the toughest, most sensitive situations—from toxic crises to everyday reputational risks. He’s also served as interim chair of the prestigious Syracuse University School of Public Relations, shaping the next generation of communicators. If you’re a business leader, organizational communicator, or anyone invested in customer experience, Michael’s insights are a must-hear.

Here are three questions Michael answers on this episode:

• Why is it essential for CEOs and leaders to invest in communication and public relations—not just in a crisis, but every single day?

• What are the most dangerous myths and common missteps companies make when high-stakes moments arise?

• How can leaders activate a simple yet powerful model to ensure their communications strategy is rooted in integrity, builds trust, and truly delights customers—even when things go wrong?

I invite you to listen and subscribe to the Delighted Customers podcast! You can find this episode on Apple Podcasts and Spotify, as well as all your favorite podcast platforms.

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Meet Michael Meath

Michael Meath is a nationally recognized expert in crisis communications, public affairs, and ethical leadership. With more than four decades in the field, he’s guided Fortune 500 companies, public utilities, health systems, and financial institutions through high-profile challenges—like the Tylenol cyanide scare, Wells Fargo’s fake account scandal, and environmental disasters. His innate ability to “run toward the fire” has earned him a reputation as the trusted advisor organizations hope they never have to call—but are thankful for when the stakes are highest.

Michael served as interim chair and an adjunct professor at Syracuse University’s world-renowned S.I. Newhouse School of Public Communications, teaching ethics, communications, and leadership to both graduate and undergraduate students. He’s also a business owner, published author, and consultant to the military and veteran organizations. Michael’s signature model highlights the overlap between strategy, communications, and integrity—insisting that true organizational success requires all three, with integrity at the core.

Connect with Michael on LinkedIn: Michael Meath LinkedIn

Learn more about his work at michaelmeath.com or reach him via email at [e-mail].

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Show Notes & References

• MichaelMeath.com

• [e-mail] (Email)

• Syracuse University's S.I. Newhouse School of Public Communications

• Tylenol Cyanide Crisis - History

• Exxon Valdez Oil Spill

• Wells Fargo Fake Account Scandal

• BP Deepwater Horizon Spill

• Wegmans Food Markets - Top Workplace

• Harvard Program on Negotiation: Dealing with an Angry Public

• Platinum Rule in CX

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