Page 11 - customer service consistency matters
P. 11
Like the coffee shop owner, I'd given my customers a new
experience that deviated from what they were used to. They
weren't here for it.
Reputational damage
In this digital era, unhappy customers aren't only sharing their bad
experiences with people they know. They're sharing with the
whole world. The last thing you want is to wake up to a bunch of
bad reviews on Facebook from the very same people who used to
sing your praises. Disaster.
