The impact of Covid19 brought about a shift in customers’ tolerance levels. A collective, more forgiving response to service failures, or compromised contact, is noticeable. It’s like a “cosmic pause” on the emotional triggers – a pause that provided so many with a time to reflect and be more appreciative of the things that really matter. Customers are more inclined to understand that not everything is within the brands’ control, and are far more appreciative of efforts made. It is therefore the incumbent on business to be very mindful of this (not to hide and abuse this)
