Richard Shapiro

Humans Rescue Facebook

Humans to the rescue! Facebook just announced that the company would add 3,000 people (not bots) to the team that polices the site for...

7 More Tips to Turn First Time Shoppers Into Repeat Customers

As promised, the remaining 7 tips to generate repeat business.  We said this in last week’s blog but it is worth repeating:  Generating repeat...

7 Tips to Turn First Time Shoppers Into Repeat Customers

Brick & mortar retailers are complaining about the dramatic reduction in customer traffic.  But, very few companies have a plan in place to turn...

Retailers, Wake-Up and Smell The Groceries

Like other companies in various market sectors, the grocery industry is the next collapsing domino. Every day there is news about the grocery industry;...

When Did Uber’s Rating System Become Worthless?

When I first starting using Uber in 2015, I wrote a blog about how surveys are a waste of time unless the ratings have...

Retailers are making a huge mistake; 7 tips to fix it

It’s not a future trend anymore; shoppers are purchasing online and picking up products in a physical store. It’s an easy and convenient way...

Retailers Should Have Hired Consumer Affairs Executives Years Ago to Bridge Brick & Mortar...

A hidden gem is something which is extremely outstanding and not many people know about.  The Consumer Affairs departments within major consumer product companies...

People Powered E-Commerce Sites Will Save The Retail Industry

Brick & mortar retailers are struggling because consumers prefer to self-serve with e-commerce shopping.  The e-commerce channel reduces human-to-human contact and fails to build...

Technology That Enhances the Customer Experience With the Human Touch Is a Rarity

Carnival Corporation recently announced their Ocean Medallion is on board. Similar to the MagicBand used at Disney, the Ocean Medallion is a device, worn...

Retail Can Learn Valuable Lessons from B-to-B

I began my career at ADP, the largest payroll processing company in the world. Our customers were not consumers, but other businesses. We had...

Can E-commerce Sites Create Personalized Customer Relationships?

Can e-commerce sites create personalized customer relationships? As a customer loyalty thought-leader, my answer is always, emphatically, “yes”. Unfortunately, most e-commerce sites are missing...

2017 Customer Experience Trends

Innovation that lets firms reach out and touch their customers is moving at warp speed, building on expectations that were unthinkable just five years...

2017 Retail Trends

2016 was an exciting year for the retail industry. A parade of innovative options, widgets, and new players wowed consumers and continue to drive...

Amazon’s Echo Phase II – Watch Out!

In July of this year, Amazon started offering Echo-only deals to encourage customers to shop with their signature voice. The Echo device, nickname Alexa,...

Eight Steps to Guarantee Repeat Business

If any part of your business enterprise relies on your relationship with consumers, beware of the “Age of Endangerment.” At no point in history...

Will Customers Punish Wells Fargo’s Misdeeds?

By now almost everyone has read or heard about Wells Fargo creating over two million fraudulent checking and credit card accounts from 2011 to...

The Loyalty Rewards Program Disconnect

The primary purpose of a loyalty award program is to encourage customers to continue to shop at or use the services of businesses associated...

How Can Uber Survive? Employ the Human Connection!

According to Bloomberg, Uber is losing money faster than any technology company ever. Uber lost $1.27 billion in the first half of this year....

10 Tips For Making Customers Feel Welcome

Growing up, my dad owned a small retail neighborhood store. From the time I was ten I worked during the holiday season with my...

Best Buy’s Competitive Strategy to Beat Amazon: Educate Consumers

Best Buy’s CEO, Hubert Joly, “wants his company to be the place that makes it easy for consumers to understand technology.”  That’s their plan...

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