Changing Customer Expectations and the ‘stay safe’ Lens

These two companies demonstrate vastly different awareness of the customer’s ‘stay safe’ lens. In one case they took things very seriously and made every effort to ensure the business ran smoothly while attending to the concerns of customer health and safety. And the other example, there was little awareness at all that customers would expect the staff to wear masks, ask customers to practice social distancing, or post signs about modified procedures. This ultimately failed to meet changing customer expectations that can only be seen through their lens.

 

Tactically speaking, the level of adaptation needed to make all customers feel safe …