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.
6 Tips to Retain Subscription Services Customers
Subscription services are unique business models and companies are struggling with how to retain those customers. Blue Apron is a good example. Blue Apron...
3 Retail Trends You Can Expect to See In The 2017 Holiday Season
While the holiday shopping season does not technically begin until Black Friday, it is never too early for retailers to think about what new...
Do Loyalty Programs Lock-In Loyalty?
Do loyalty programs really work? Possibly, but they only generate long-term results when coupled with a human-to-human component. According to a recent article in...
Does Self-Serve Drive Customer Loyalty?
The short answer is no. Yes, self-serve can make a customer experience faster and potentially more efficient, but does nothing to create and build...
When Planning Your Customer Retention Strategy: Think Small
Whether your business is B2B or B2C, the key to implementing a successful customer retention strategy is to Think Small, Think Personalized. The key...
Humans Rescue Facebook
Humans to the rescue! Facebook just announced that the company would add 3,000 people (not bots) to the team that polices the site for...
7 More Tips to Turn First Time Shoppers Into Repeat Customers
As promised, the remaining 7 tips to generate repeat business. We said this in last week’s blog but it is worth repeating: Generating repeat...
7 Tips to Turn First Time Shoppers Into Repeat Customers
Brick & mortar retailers are complaining about the dramatic reduction in customer traffic. But, very few companies have a plan in place to turn...
Retailers, Wake-Up and Smell The Groceries
Like other companies in various market sectors, the grocery industry is the next collapsing domino. Every day there is news about the grocery industry;...
When Did Uber’s Rating System Become Worthless?
When I first starting using Uber in 2015, I wrote a blog about how surveys are a waste of time unless the ratings have...
Retailers are making a huge mistake; 7 tips to fix it
It’s not a future trend anymore; shoppers are purchasing online and picking up products in a physical store. It’s an easy and convenient way...
Retailers Should Have Hired Consumer Affairs Executives Years Ago to Bridge Brick & Mortar and E-commerce
A hidden gem is something which is extremely outstanding and not many people know about. The Consumer Affairs departments within major consumer product companies...
People Powered E-Commerce Sites Will Save The Retail Industry
Brick & mortar retailers are struggling because consumers prefer to self-serve with e-commerce shopping. The e-commerce channel reduces human-to-human contact and fails to build...
Technology That Enhances the Customer Experience With the Human Touch Is a Rarity
Carnival Corporation recently announced their Ocean Medallion is on board. Similar to the MagicBand used at Disney, the Ocean Medallion is a device, worn...
Retail Can Learn Valuable Lessons from B-to-B
I began my career at ADP, the largest payroll processing company in the world. Our customers were not consumers, but other businesses. We had...
Can E-commerce Sites Create Personalized Customer Relationships?
Can e-commerce sites create personalized customer relationships? As a customer loyalty thought-leader, my answer is always, emphatically, “yes”. Unfortunately, most e-commerce sites are missing...
2017 Customer Experience Trends
Innovation that lets firms reach out and touch their customers is moving at warp speed, building on expectations that were unthinkable just five years...
2017 Retail Trends
2016 was an exciting year for the retail industry. A parade of innovative options, widgets, and new players wowed consumers and continue to drive...
Amazon’s Echo Phase II – Watch Out!
In July of this year, Amazon started offering Echo-only deals to encourage customers to shop with their signature voice. The Echo device, nickname Alexa,...
Eight Steps to Guarantee Repeat Business
If any part of your business enterprise relies on your relationship with consumers, beware of the “Age of Endangerment.” At no point in history...