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When the pandemic hit, Marriott had to rethink how it approached customers. For many, leaving their homes and traveling in general gave consumers pause. Sure, people’s day-to-day changed, but their mindsets changed as well. This was uncharted territory. No matter what industry you’re in, pre-pandemic communication is unfit and outdated to meet the changing psychology of consumers. Business-as-usual updates are no longer what people want or need to know about. Customers expect....

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