Solution to Pet Store Customer Complaints and Churn: Hierarchical Operation + Emotional Stickiness System

Divide customers into new customers, regular customers and high-frequency consumer groups through CRM system, and formulate targeted service strategies: new customers get experience coupons and pet-keeping manuals, regular customers enjoy exclusive birthday coupons, and high-frequency customers get priority experience rights for new products. Establish a sound evaluation and feedback mechanism, collect service opinions through member mini-programs, promise to respond to complaints within 24 hours and give solutions, and timely restore customer trust. Build a private domain community ecosystem, share daily care tips and pet interaction content, and regularly hold offline pet gatherings and beauty experience days to strengthen emotional connection. Provide high-value-added services, such as free health checks after grooming and personalized care suggestions, to let customers feel beyond-expected experience and control customer churn rate within 10%.