PHOTO: Clark Young Let's start by stating the obvious: Customers changed during the pandemic. They adopted new behaviors. They switched brand loyalties. They stocked up on products, causing a dearth of paper goods, cleaning supplies and personal electronics. And businesses, especially small ones struggling to survive, had no choice but to come along for the bumpy ride. To their credit, many small to midsized companies pivoted just as resiliently as their clientele. They zigged, zagged, maneuvered â sometimes many times a day. This helped them keep the lights on, of course. It taught them some key customer experience (CX) lessons that every marketer should know and keep in mind for 2021.