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.
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...
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...
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...
October 1st through the 5th is National Customer Service Week. It was established by the International Customer Service Association (ICSA) in 1984 and proclaimed...
For centuries, the primary method of long distance communication was the written word. Letters communicated feeling, passion, sincerity, love and even anger and disappointment....
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...
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...
More and more businesses are establishing a "Customer Appreciation Month" to reward patrons for their business. Some of these include providing discounts off of...
A long time ago, when my son Matt was eight or nine years old, he used to love to go to IKEA with my...
If someone takes the time to call your business, there is a reason why they dialed your number. They may want to find out...
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...
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...
Most businesses understand the importance of creating and nurturing customer relationships to build loyalty. Many companies do an effective job of establishing rapport and...
Building relationships is key to ensuring repeat business. Customers can leave an establishment satisfied, but never come back. First impressions are made almost instantly....
Most large retail chains and restaurants employ mystery shoppers. These services can be helpful for evaluating if frontline associates are following proper procedures, being...
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...
Every company has a "customer at risk" score or ratio. Your "at risk" score is the percentage of customers who only frequent your store,...
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...
Almost all of us have at least one Welcomer in our lives; you just may not know that was their designation. A Welcomer...
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...