Why it matters
With COVID-19 redefining consumers' behaviour, health and safety is the new centrepiece of brand experience.
Takeaways
- Have open lines of communication and be transparent, empathetic and hopeful in customer interactions.
- Demonstrating a sense of community is important to build confidence among anxious consumers.
- Ensure that any innovation around the positive aspects of the COVID-era experience can be harnessed in an inclusive way to the benefit of both businesses and individuals.
The COVID-19 pandemic has driven health and safety concerns up the agenda for consumers and brand owners alike. The pandemic has also created long term uncertainty, which...