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.
2020 Customer Experience (CX) Trends
Filed in Blog, Customer Experience, Customer Service by Richard Shapiro on December 3, 2019 • 0 Comments Our customers’ expectations are growing exponentially. Although technology…
2020 Retail Trends
Filed in Blog, Customer Experience, Retail by Richard Shapiro on November 11, 2019 • 0 Comments Retail stock prices forecast the future. The predictions for…
Retailers Underestimate the Value of the Telephone
Filed in Blog, Customer Experience, Customer Service, Retail by Richard Shapiro on January 14, 2019 • 0 Comments Once upon a time, a very successful…
2019 Customer Experience Trends
Filed in Blog, Customer Experience, Customer Service by Richard Shapiro on December 4, 2018 • 0 Comments Customer Experience trends are bigger and better for…
2019 Retail Trends
Filed in Blog, Customer Experience, Customer Service, Retail by Richard Shapiro on November 14, 2018 • 0 Comments If we don’t look ahead we risk…
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…
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…
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…
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…
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…
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,…
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…
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…
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…
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...