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.
10 Tips for Turning the Return Counter into a ‘Welcomer’ Counter
After the holidays, consumers will return or exchange billions of dollars of merchandise. No one enjoys the return process; they may feel guilty about...
Who Hired These Folks?
About a year ago, I took my family to one the most prestigious museums in New York City. As suggested via the museum website,...
Customer Service in 2012 – My Wish List
As 2011 draws to a close, many of us are putting together Holiday Wish Lists. Working in the Customer Service industry, here is...
Do you have your own “Cheers”?
I'm a fan of some of the old sitcoms, and one of my favorites is Cheers, one of NBC's longest-running series, airing from 1982...
My Passion For Customer Service
I am always interested to learn how people became passionate about customer service. Let's face it, some people really don't care if a front-line...
Customer Service Robots: Human and Mechanical
Self-service checkout counters are on the rise. Businesses are looking for new ways to trim costs and improve service, but are self-service checkout counters...
7 Customer Service Trends to Watch and Leverage in 2012
Providing exceptional customer service has long been seen as a competitive advantage. Social media, mobile technologies and altering demographics present businesses of every size...