Citizens serves both individuals and local small businesses, including cash-intensive outfits like bars and restaurants, and over the past few years got feedback from its SMB customers that they wanted more access to cash services outside of the banking industry’s traditional hours of operation.
As the fallout from the pandemic continued, its cloud engulfed more categories: automotive, brick-and-mortar retailers and restaurants. More marketers started to report that ad campaigns were being negatively affected.
People are spending more time watching TV and video streaming services while they’re stuck at home during the pandemic, but travel, retail and restaurant advertisers have cut their ad spending significantly. The cancellation of live sports, along with the Upfronts getting upended, will only put more pressure on TV ad sellers this season.
Its app and website couldn’t cope with demand, customers were held in queues for hours at a time and new customers were turned away. However, the company managed to retain goodwill partly because of its pre-pandemic customer service and a healthy dose of mindful strategy pivots.