Heard this week: a brand that clawed back its reputation

Heard this week: a brand that clawed back its reputation
A source close to the situation tells us a host that tanked post-acquisition — you know the type, the 'service drift' threads write themselves — actually ran a recovery play with numbers behind it.
They reinstated phone support for top-tier accounts, capped offshore tier-1 at 30% of volume, and published a weekly uptime page. The measurable swing: net promoter score went from negative-12 to positive 21 over five months, and review-site rating recovered from 2.8 back to 3.9.
The outcome that mattered to the sponsor — gross revenue retention stopped sliding and ticked back to 94%.
Unconfirmed, but the turnaround exec reportedly demanded the support budget back in writing.
Watch this: drift is reversible, but only if someone funds the reversal.