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.
Listening For Emotions Is Equally Important As Listening For the Question
Of all the business courses I took in my lifetime, the one that I found most useful was a session on active listening. In order...
The 8 Goals Of All Customer Interactions
When consumers interact with a company representative, they have certain expectations. They expect the associate to… Answer their question or respond to their concern Be...
Sales and Common Sense
Automobile manufacturers were one of the first industries to use e-commerce effectively. No longer did you have to go to the dealership to view...
How Much Is A Good Customer Service Representative Worth?
October 1st through the 5th is National Customer Service Week. It was established by the International Customer Service Association (ICSA) in 1984 and proclaimed...
Personalize Your Email Responses
For centuries, the primary method of long distance communication was the written word. Letters communicated feeling, passion, sincerity, love and even anger and disappointment....
Don’t Survey Your Customers, Ask For Their Feedback
Around six months ago, I was watching an interview with the President of a company that offers free web-based surveys and I was astonished...
How Can We Become More Passionate About Customer Service?
I'm often asked, "How can I teach my associates to be more passionate about customer service?" The answer is simple: train your associates to be...
Which is the best month of the year to reward your customers via a “Customer Appreciation Month?”
More and more businesses are establishing a "Customer Appreciation Month" to reward patrons for their business. Some of these include providing discounts off of...
IKEA Has Some of the Best Hiding Places, How about Your Place of Business?
A long time ago, when my son Matt was eight or nine years old, he used to love to go to IKEA with my...
Why Have a Machine Answer Your Phone?
If someone takes the time to call your business, there is a reason why they dialed your number. They may want to find out...
Taking the Time to Make Social Media Truly ‘Social’
A Welcomer Story from Across the Globe Social media can be a great way to make new friends. Over the last 6 months, I have...
Customer Comments on Social Media Sites Continue to Increase
And Other Key Findings from the 2012 TCFCR Social Media Benchmarking Study One in four consumers who contact a consumer affairs department to either register...
5 Ways To Build Loyalty Via Your E-Commerce Site
Most businesses understand the importance of creating and nurturing customer relationships to build loyalty. Many companies do an effective job of establishing rapport and...
Retailing: 5 Things You Can Do To Create A Positive Relationship With A Customer Within The First 30 Seconds
Building relationships is key to ensuring repeat business. Customers can leave an establishment satisfied, but never come back. First impressions are made almost instantly....
Have Your Own Staff Mystery Shop Your Competition
Most large retail chains and restaurants employ mystery shoppers. These services can be helpful for evaluating if frontline associates are following proper procedures, being...
Interacting With Angry Customers – Practical Tips For Any Associate
No one likes to deal with angry people. It's not fun in your personal life and it is certainly unpleasant when you are a...
What is Your ‘Customer at Risk’ Ratio?
Every company has a "customer at risk" score or ratio. Your "at risk" score is the percentage of customers who only frequent your store,...
3 Ideas to Generate Testimonials
Consumers are now the voice of a brand. They can raise or lower any company's profile or reputation in a matter of minutes by...
What is a Welcomer?
Almost all of us have at least one Welcomer in our lives; you just may not know that was their designation. A Welcomer...
Do you know how to calculate your Contact Center’s ROI?
Too many contact centers are considered 'Cost Centers' and the majority of senior executives don't understand the value of these departments that serve their...