Richard Shapiro

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...

Should Sales Associates Be Penalized for Customer-Friendly Return Policies?

Nordstrom, Macy’s, Bed Bath & Beyond and now Amazon have policies in place making it easy for customers to return merchandise. A New York...

Are Robots Better At Delivering Customer Service Than People?

Pizza Hut is testing it out! According to a May 28th article in MarketWatch, Pizza Hut is initiating a program to use robots at several...

What Would Happen If United and Zappos Combined Their Service Operations?

As a thought leader in the area of customer service and retention, that topic is always front and center in our home.  People send...

8 Steps to Add Passionate Customer Service to Your E-commerce Business

When top management determines that any organization must become more customer-centric, immediately a search begins on the Internet for, “passion for customer service.” Most...

Is Paying a “Problem Solver” to Contact your Call Center the First Sign of...

If I were to take a survey of any random group of customers, there is no doubt that #1 on the list of major...

Slightly Used: The Newest Competitor

Whenever I speak to a group of business executives my opening words are that competition has never been greater and the need to implement...

The Devil Wears Amazon

Michael C. Fina, a bridal registry to the wealthy and privileged for more than eighty years has decided to join Amazon rather than fighting...

When Being Nice is a Strategic Initiative

Europe’s largest budget airline, Ryanair, has a new strategy; being nice to customers. According to their CEO, Michael O’Leary, “if I had known that...

Major Changes Coming to Target – Should Shorter Lines Be One of Them?

John Mulligan, COO of Target, announced major changes last week. According to Mr. Mulligan, who has been COO for the last six months, “starting...

Call Centers: The Newest Competitive Weapon

You are at a cocktail party and someone asks, “What do you do?”  Your answer, “ I work in a call center.” The conversation...

Learn E-Commerce From The Master: Mitchell Family of Stores

Whenever someone asks me about the secret to guaranteeing repeat business I always say there is one magic word: relationship. As my father taught...

What Can Bed Bath & Beyond Learn from the Demise of Staples?

Bed Bath & Beyond is struggling. The stock is down over 40 percent in the past 12 months.  The company is investing to boost...

E-Commerce Marketers Can Learn From Albert Einstein

E-commerce is here to stay, here to stay, here to stay.  Sounds repetitive. It is!  One of Albert Einstein most famous quotes:  “Insanity: is...

8 Steps to Guarantee Repeat Business for E-commerce Sites

Repeat business is all about building relationships. There is no doubt that it is easier to create and build a relationship with a consumer...

Smart Phones – Not So Smart for Retail

Retail purchases were down on Black Friday.  I’m not surprised.  Retailers think that having an app where customers can purchase merchandise whenever, wherever with...

Surveys: The Truth or Not The Truth

Everyone receives a request to complete surveys almost daily. Some contain only one question. Others have questions within questions. Frequently, customers don’t participate in...

Every Purchase Has A Story Behind It – Learn it to Generate Repeat Business

I’m not sure exactly why, but most customer service associates do not understand that every consumer purchase has a story behind it. Learning the...

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