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.
Let’s Make Automated Voice Response Systems Friendly
I do feel that automated voice response systems serve a purpose. Frequently, they are an excellent tool for having customers quickly reach the appropriate...
I Need a Doctor’s Appointment
The other day while getting a haircut, I overheard another customer, Mary, tell her stylist, Ann, that she was looking for a dermatologist. Ann...
Don’t Issue Loyalty Cards Without Loyalty
I am an advocate of generating repeat business by building relationships with people, not with a piece of plastic. Too many companies create loyalty...
My Reservations About Making Reservations
I'm amazed that the hospitality industry still uses a central reservation system to secure reservations. In theory, it may save the company time by...
Do Contact Center Representatives Feel Connected to the Brand?
Research has shown that the more connected a representative is to the brand they represent, the greater the probability that they will be able...
Why Don’t We Just Pick up the Phone?
Based on the title of this blog post, you are probably thinking that I'm going to write about why companies don't pick up the...
Making A Difference: The Little Things Count
Years ago, one of my clients made special arrangements for vendor partners and company associates from out of town to stay at a small...
Average Talk Time and The Emperor’s New Clothes
In Hans Christian Andersen's short tale of The Emperor's New Clothes, a vain Emperor who cares for nothing but his appearance and attire hires...
The Power Of A Simple Thank You
"Thank you" – two simple words that can mean something genuine or nothing at all depending on the way they are delivered. I am...
What Are The 7 Customer Service Trends For 2012 That Any Professional In The Field Of Communications Should Learn?
With the advent of social media, customers have become the voice of the brand. With all communication, professionals need to think of the customer...
Is Your Company Ready to Serve the Latino Consumer?
Most everyone knows that the Latino population is the fastest growing ethnic group with 25 percent of all births in the U.S. being of...
Instant Communication Requires Instant Opt-out Options
Like you, I get a great deal of email every day. Honestly, I do enjoy receiving email messages from friends, clients and networking folks...
Customer Service: The New Frontier
As someone who understands the importance and champions the cause of customer service excellence, I am truly amazed that this valuable function is frequently...
The Missing Component to Repeat Business: The Leave-Behind
Generating repeat business is not that difficult once you understand the three basic components of any interaction. Each service transaction, whether it is face-to-face,...
To Generate Repeat Business, Helping Customers is at the Heart of Any Interaction
Customers want to feel that frontline associates are doing their best to help them find what they need. Customer service is all about helping...
Repeat Business Starts with ‘the Greet’
In any interaction, whether it's a visit to a retail store, a call to a contact center or the click of a mouse to...
Welcome to Asheville!
We all know that flying can be a hassle. Long lines, extensive waits, delayed and cancelled flights, and frequently robotic, indifferent or even hostile...
Marketing & Serving Latinos: the Disconnect
Most large corporations have targeted marketing efforts towards the Latino community as a way to increase revenue. The Latino population is currently the fastest...
Front-line Associates = First Impressions
How many times have you heard the saying, "you only have one opportunity to make a great first impression?" Many front-line associates are so...
Turning a Resolution into a Lifetime Customer
It's January, and we all know what happened one minute after midnight on December 31st; if you are like most, you probably pledged to...