Richard Shapiro

6 Tips to Retain Subscription Services Customers

Subscription services are unique business models and companies are struggling with how to retain those customers. Blue Apron is a good example.  Blue Apron just announced that loyal customers are hard to find.  According to a recent article in The Wall Street Journal, “…to...

3 Retail Trends You Can Expect to See In The 2017 Holiday Season

While the holiday shopping season does not technically begin until Black Friday, it is never too early for retailers to think about what new and exciting retail trends there will be in the 2017 holiday season! With brick & mortar stores having to increase...

Do Loyalty Programs Lock-In Loyalty?

Do loyalty programs really work?  Possibly, but they only generate long-term results when coupled with a human-to-human component.  According to a recent article in The Wall Street Journal, Macy’s Faces a Test of Loyalty, the company recently released a financial statistic rarely disclosed.  Nine...

Does Self-Serve Drive Customer Loyalty?

The short answer is no. Yes, self-serve can make a customer experience faster and potentially more efficient, but does nothing to create and build customer relationships. Without a human relationship, your business is vulnerable to competition globally, electronically and from a competitor who sets...

When Planning Your Customer Retention Strategy: Think Small

Whether your business is B2B or B2C, the key to implementing a successful customer retention strategy is to Think Small, Think Personalized. The key is to understand that the strongest bond is between two people and people are what create a successful customer retention...

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 inappropriate or offensive content, especially live videos the company is encouraging users to broadcast. In 2015, Facebook became the fastest...

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 business does not happen in a vacuum.  There must be a plan complete with a structure for training and execution. ...

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 a first time shopper into a repeat customer. In fact, most companies don’t have that concept, creating repeat business, front...

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; the demise of Whole Foods, a new kind of food store, Amazon-Go, and the fast growing online grocery shopping. It’s...

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 validity. Now, two years later, it is confirmed, in my opinion as a loyal Uber patron, that Uber ratings are...

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 for a brand to provide instant gratification.  The e-commerce shopper is now present at your physical store.  What is the...

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 is one such gem. If retailers had included Consumer Affairs executives in strategy sessions to discuss how to add e-commerce...

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 lasting customer relationships.  A recently published Retail Dive Consumer Survey found that “only 13 percent said consumers visit stores to...

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 by each passenger, that will enhance customer service, improve efficiency and create a customized personalized experience. I love it, but...

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 a large sales force spending long hours to acquire new accounts.  Immediately after a client signed on we had internal...

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 a human component and fail to make that critical personal connection. The strongest loyalty or bond is between two people and...

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 ago. When today’s consumer has questions about your product, it is no longer acceptable to wait for the answers— they...

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 a sea change in their preferences and expectations. Online and brick & mortar retailers alike found themselves scrambling to stay...

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, was first launched in early 2015. Alexa is your friend, capable of voice interaction, music playback, making to-do-lists, setting alarms,...

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 has your customer base been more vulnerable to poaching than today.  However, it is still possible to create extreme customer...

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