Richard Shapiro

Customer Experience Trends for 2016

The most successful weapon to fight customer attrition is creating a personalized customer experience that is unique to your business and the individual customer. According to Accenture, the “Switching Economy” is up 29 percent since 2010 as companies struggle to keep up with the...

Promoting Self Service Versus Easy Access to Live Agents

An article in the Wall Street Journal on November 2nd hit the nail on the head about where customer service is headed.  Christopher Mims, a technology columnist for the prestigious financial paper wrote it.  The title is Customer Service: From Touchy Feely to Do...

Retail Experience at Microsoft’s Flagship Store

Last week, Microsoft opened their first Flagship Store on one of the most famous streets in the world, Fifth Avenue, New York City.  It’s only steps away from the iconic Rockefeller Center, Cartier, and Saks Fifth Avenue, so in good company. According to an October...

The Customer Service Department Is The Most Valuable Home On The Block

Whenever I speak to an audience of customer service professionals I tell them that in the eyes of the customer their department is the heart and home of the company. It’s rare that customers, especially consumers, ever communicate with anyone outside of customer service...

Banish Tipping! Does it Damage or Enhance the Customer Experience?

There have been many articles in the news lately about tipping policies at restaurants.  Danny Meyer, who spearheads the Union Square Hospitality Group, a stand out in the business, has decided to implement a no-tip policy at his restaurants.  He cites many reasons, but...

Throwing Loyal Customers Under The Bus

You, the loyal customer, use a service that generates a monthly invoice.  You have been a loyal customer for 7 years. Your credit card was comprised and you received a replacement. You inadvertently forget to give the service your new credit card information.  You...

What’s the Best Way for Customer Service Representatives to Respond to “Thank You?”

It’s Customer Service Week; a time to celebrate and thank representatives for their service and commitment to a challenging position in any company.  The reps have a difficult job because they are frequently speaking with customers who are frustrated, concerned, angry, impatient or any...

Do you let your customers self-select their Live Chat representative?

I knew companies were offering consumers an option to self-select their representative for live chat. But I learned a great more about the benefits at a conference put on by Liveperson in 2013. Now I am an advocate for consumer choice. It makes so...

Hug Your Customers by Jack Mitchell: A Great Tool for Creating Passionate Customer Service

I read Jack Mitchell’s book, Hug Your Customers when it was first released in 2003. I loved it then and continue to recommend his book to clients, colleagues and friends. To my great delight, Jack released an updated version in 2015. Jack is CEO of...

Is Customer Experience A Date or a Romance?

If you search for the definition of customer experience, there are many variations; the sum of all of transactions, wowing the customer at every touch point or how a company manages the customer relationship. I have thought a lot about the meaning of the...

Companies Have Slashed Costs to Show Profits: Technology Is The Next Frontier

Since the economic downturn in 2008, corporate America has been managing to squeeze profits by reducing budgets, stretching staff thin and adding technology at every turn to reduce human interactions. Now the wake-up call!  Virtually, everything has been turned into a commodity. According to Mike...

My “Waiter for Life” is Moving On

Iron is our favorite waiter.  He is proud that his name and story appear in my first book, The Welcomer Edge, on page 210.  I wrote about Iron because eight years ago my wife and I had dinner at City Crab & Seafood Company...

Repeat Business Starts with Hope; 7 Suggestions for Fulfilling It

Hope is a strong emotion.  We always hope for the best. When your kids are born you have hope they will be healthy and live a long and happy life. Then they grow up and you hope their happiness will continue.  If a relative...

Your Customers Are Under Attack: 10 Reasons to Panic

Wake up! At no point in history has your customer base been more vulnerable than today. In the 1960’s and 70’s neighborhood stores were decimated by the onset of big shopping malls. The malls were a novelty; large variety of merchandise, immune to weather...

“PLEASE DO NOT REPLY TO THIS E-MAIL,” But Do Comment!

Customers do not like to feel frustrated. Frustration is a leading cause of customer attrition. I get very frustrated when I receive a “PLEASE DO NOT REPLY TO THIS EMAIL”. If you don’t want me to respond, don’t send it. Many times these auto-responses are...

Missing From McDonald’s Hamburgers: Customer Loyalty

McDonald’s has been receiving a great deal of negative press for their financial performance after announcing their new turnaround plan. For the quarter that just ended June 30, the company’s profits sank 13 percent to $1.2 billion and revenues dropped 10 percent to $6.5...

6 Repeat Business Ideas for Retailers

It’s mid-July 2015 and we are celebrating summer activities; family vacations, picnics and summertime concerts. But as we get ready to move into the fall season, let’s set our sights on some ideas to generate repeat business. The best opportunity for retailers to generate repeat...

Lack of Communication Creates An Additional Malfunction

A few weeks ago there was an unfortunate incident with a United Airlines flight.  The plane left Chicago bound for London and because there was an engine malfunction, had to be diverted to Goose Bay, Canada, for repairs.  Yes, unfortunate, but add insult to...

Wal-Mart Still Doesn’t Get It

On the front page of The Wall Street Journal’s Business and Tech section, June 19th, was an article, “Welcome Back, Wal-Mart Greeters” subtitled, “To deter theft, and improve its customer service, the chain is bringing back a Sam Walton invention.” Greeters are returning not only...

PayPal Doesn’t Seem to Care about its Customers

In the last few weeks PayPal has been in the news about its new policy going into effect July 1st.  What’s causing the commotion?  The question involves using auto dialed or prerecorded calls and text messages to call not only the phone number given...

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