What is lapsed customer?
A lapsed customer is one who used to visit regularly and has stopped, without complaining or cancelling anything. In hospitality they rarely announce it, which is why lapse is usually detected by a change in visit pattern rather than by any explicit signal.
An example
A salon client who came every six weeks for two years misses two cycles. Nothing was said and no complaint was made, but roughly $800 a year has quietly left the business.
Related terms
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