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.
Wal-Mart Still Doesn’t Get It
On the front page of The Wall Street Journal’s Business and Tech section, June 19th, was an article, “Welcome Back, Wal-Mart Greeters” subtitled, “To...
PayPal Doesn’t Seem to Care about its Customers
In the last few weeks PayPal has been in the news about its new policy going into effect July 1st. What’s causing the commotion? ...
Does Facebook’s New Feature Negatively Impact Personalization?
I have been asked recently to provide my opinion on the biggest customer service challenges affecting organizations today. My number one answer is that...
The Retail Customer Connection
The new “buzz” is all about the emotional connection in customer service. I say, yes! Companies should be focused on creating and building relationships. ...
What’s Your Company’s Customer Loyalty Capital?
ZipCap, a start-up in San Diego, is providing loans based on “loyalty capital.” Testing a system that quantifies customer devotion, ZipCap is lending money...
Can Poor Customer Service Cause a Heart Attack?
Angela Hawkins, a Virginia grandmother, is suing Verizon for $2.35 million, claiming the company was responsible for both negligent and intentional infliction of emotional...
Zappos – Is It Not the Perfect World?
In an article in The Wall Street Journal, 14 percent of Zappos’ employees have resigned after the company implemented a new management structure called...
Return Policies – Make it Visible
How many times have you been dissatisfied with a product or it was the wrong size or color but didn’t return it. From my...
How Much is a Roach Worth?
In my case, twenty-five percent of the check. The other day my wife and I went to one of our favorite restaurants. We dine there...
Ten Tips to Create and Build Customer Relationships
There is a distinction between customer satisfaction and customer retention. Many companies don’t understand the concept. Someone might be happy with your product or...
Should Service Delivery for Millennials Be Different?
Many marketers spend too much time trying to figure out the nuances of how to sell or service various age groups, the Greatest Generation,...
Delivering Service with An Artificial Intelligence Touch
In 2004, futurist Erwin Van Lun, CEO and founder of Chatbot.org, predicted that all Fortune 1000 Business-2-Consumer companies would employ speaking artificial characters in...
How Long Should CRM Systems Keep Customer History?
While I’m not an expert in CRM Systems, I am a customer. I know that technology helps track of my previous purchases and contact...
Hire People who are Passionate about Customer Service
If I go into a pet store, I expect the people working there to love animals. That makes sense to me. Taking care of...
Is it Possible to Make Customers Feel Special?
>Yes! It is possible to make customers feel special, but not easy. Customers crave human interaction that leaves them with the feeling that associates...
Caring for Customers After the Sale – the Missing Step in Creating Loyalty
Showing customers they matter after the transaction is complete is a critical step in the customer journey. It validates that you care. However, most...
Invite A Customer to Return = Repeat Business
It’s human nature to be wanted. You meet someone for the first time and have a great conversation at lunch, dinner or over coffee,...
“NO” Damages the Customer Experience
Every major company is trying to discover how to provide a customer experience that will generate repeat business. Many are successful at delivering moments...
Customer Experience without Competence is Doomed!
The challenge of competence is one that every company must address. Knowledgeable and discerning customer service is more important today than ever. Consumers can...
Act Like a Tour Guide to Create Customer Relationships
Ask questions and an opportunity is created to build a relationship. You become the customers’ guide, a directional source that will help them solve...