Richard Shapiro

Many E-Commerce Sites Are Stupid

Filed in Blog, Customer Experience, Customer Service, E-commerce by Richard Shapiro on August 27, 2018 • 0 Comments E-commerce sites don’t make sense. In many cases they look like every other site, cluttered and not easy to search for the Contact Us&nb...

Is it Worth Paying Experienced Retail Associates Higher Salaries?

Filed in Blog, Customer Experience, Customer Service, Retail by Richard Shapiro on August 21, 2018 • 0 Comments In a recent article in The Washington Post,  Minimum Wages are Rising, Pay for Experienced Retail Workers is Not, the authors write,“Re...

Talking About Repeat Business is Worth Repeating

Filed in Blog, Customer Experience, Customer Service, Repeat Business, Retail by Richard Shapiro on July 10, 2018 • 0 Comments It’s rare that retailers ever talk about or report statistics on repeat customers. Stats are publicized on store over store r...

Retailers are Focusing on The Wrong Experience

Filed in Blog, Customer Experience, Repeat Business, Retail by Richard Shapiro on June 26, 2018 • 0 Comments Retailers can learn important lessons from studying kiranas, mom-and-pop stores in India. In our present day quest to design the most efficient...

Self-Service Brick & Mortar Stores Leave Your Brand Vulnerable to the Competition

Self-service brick & mortar stores don’t make sense. Removing the human component from the transaction results in just an exchange of goods and services for money, devoid of any connection. Customers want a human touch, even if they don’t know it.

Invite a Human To Sit at the Table

Filed in Blog, Customer Experience, Customer Service by Richard Shapiro on June 5, 2018 • 0 Comments Every time I go to a trade show, I get a bad feeling. There are a thousand booths and each one is exhibiting “the most innovative technology” focusing ...

Amazon’s New Return Policies Give Brick & Mortar a New Life

Filed in Blog, Customer Experience, Customer Service, Retail by Richard Shapiro on May 29, 2018 • 0 Comments It finally happened! It could be a watershed moment for retailers, but more importantly for the consumer. How so?  The old adage, mea...

The More, The Merrier! Staff to Help Customers in Grocery Stores

Filed in Blog, Customer Experience, Customer Service, Repeat Business by Richard Shapiro on May 14, 2018 • 0 Comments We all have to eat.  Where we buy our groceries is a matter of choice and there are many.  However, even with the option of ...

The Winner Of The 2018 Customer Service Award Goes to…. Best Buy

Filed in Blog, Repeat Business, Retail by Richard Shapiro on February 6, 2018 • 0 Comments In January of 2012 almost every financial analyst was forecasting the demise of Best Buy.  Amazon was Best Buy’s largest competitor with overall annual sale...

2018 Customer Experience Trends

Most executives talk about improving the customer experience—even of creating the quintessential customer experience—but too few walk the talk when it comes to developing...

SmartGift: Gift Giving Gets Personal

In June I attended a retail panel discussion at FIT (Fashion Institute of Technology). One of the panelists was Monika Kochhar, CEO and founder...

2018 Retail Trends

Welcome to the experience economy. Combining customer research, technology, and outside-the-box thinking, brands and retailers have reinvented shopping as a personalized, participatory experience that...

Companies Reduce Associate Mobility: Is it Fair?

I devour news articles relating to business and customer service – part of my job – and rarely am totally surprised.  But, last week...

Ideas for Improving Retail

I recently attended a retailing conference in New York City. On the ride up in the elevator to the 36th floor, I overheard two...

The Key To Uber’s Longevity Is Driver Loyalty

Uber was founded in 2009. Essentially, it is a software company providing a service: an efficient and user-friendly way of transporting passengers from one...

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...

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...

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...

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...

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...

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