Page 8 - customer service consistency matters
P. 8
Higher churn rates
Once customers get accustomed to a certain experience, they'll be
less likely to accept a significant change in that experience—unless
it's for the better.
In our case, it wasn't for the better.
As demand grew, we focused more on serving clients and the
constantly ringing phone and less on our social media platforms.
The customers who were used to booking through the DMs would
