It’s been a long 18 months of pandemic life, and customers are feeling the stress and fatigue of constant uncertainty and chaos. They are yearning for a break and a chance to feel calm and normal.
But when they try to escape with a night out or a trip, they’re met with disappointing service.
Companies have to stop using COVID as an excuse for bad service. That’s especially true in industries like hospitality, air travel and restaurants. Yes, there are issues with staffing and turnover, but brands need to figure it out so they can deliver a strong experience.
Customers are tired and burnt out after 18 months of pandemic living. They are hungry to do things they haven’t done in more than a year, and experience matters now more than ever.
This is an incredible opportunity for brands to show up for their customers and provide an extra level of ease and personalization. But instead, too many companies let their service slip with COVID and haven’t made any effort to pivot and improve.
We’ve gotten lost during COVID—both as individuals and as brands. But now is the time to rediscover ourselves and create a sense of purpose. When brands are confident and have a strong culture, they hold themselves to a higher level and rise to the occasion. When everyone else is tired and only doing the bare minimum, it’s the people and brands who believe in themselves and their purpose that run the extra mile for the customers who are counting on them.
Brands that rise to the occasion now to meet their customers where they are and surpass their expectations will be remembered after the pandemic is over. They are the brands that will have loyal customers and an abundance of goodwill.
Now is the time to show up for your customers like never before. Put yourself in their shoes to imagine what it would look like to create an amazing experience in our uncertain world. It could be anything from shorter wait times to increased personalized or an easier return policy. And then go one step further to put those plans into action.
The world is busy and uncertain, but customers are depending on you. Now is the time to rise to the occasion and show up for them like never before.
Blake Morgan is a customer experience futurist, keynote speaker, and author of the bestselling book The Customer Of The Future. For regular updates on customer experience, sign up for her weekly newsletter here. Join the waitlist now for the new Customer Experience Community here.