Richard Shapiro
Richard Shapiro
Richard R. Shapiro is Founder and President of The Center For Client Retention (TCFCR) and a leading authority in the area of customer satisfaction and loyalty. For 28 years, Richard has spearheaded the research conducted with thousands of customers from Fortune 100 and 500 companies compiling the ingredients of customer loyalty and what drives repeat business. His first book was The Welcomer Edge: Unlocking the Secrets to Repeat Business and The Endangered Customer: 8 Steps to Guarantee Repeat Business was released February, 2016.
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...
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 Trouble?
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...