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.
Gimmick or Heartfelt? TD Bank “Thank You” Campaign
Last week with over six million views on YouTube, TD Bank of Canada received tremendous press on their new customer experience campaign. They handed...
Should You Incentivize Employees to Improve Customer Retention?
There is the saying, “money talks, nobody walks.” There are many different ways to interpret this quote, but in the business world, I have...
7 Tips to Retain Your Best Talent
My experience in the corporate world taught me it made sense to hire smart people and continue to give them responsibility so there was...
Walmart is Reinventing Itself: Is Customer Service in Its Plan?
In the July 8th issue of The Wall Street Journal, was an article, “Walmart Scrambles to Reinvent Itself as Sales Slump.” Why the hurry? ...
5 Reasons to Pay Employees to Stay, Not to Go
The New York Times ran an article on July 3rd titled: Paying Employees to Stay, Not to Go. Its focus was that some fast-food...
The Non-Effortless Experience
I’m going to take a short vacation and want the Wall Street Journal delivered to my get-away. I used their website to change the...
@pandora_radio Knows How to Welcome New Customers
I joined Pandora a few weeks ago; I know I’m late to catch up with modern technology as far as the music industry is...
Customer Loyalty is Personal; Forget About The Brand
People often ask me what’s the best way to build customer loyalty. The answer is simple. It’s all about creating and building relationships. Even...
Social Media and a Handshake – A Winning Combination
Like most professional people today I have hundreds LinkedIn connections. LinkedIn offers us tremendous opportunities to connect with people, almost instantly, from all over...
How @FedEx Lost My Trust and My Package
I have been a loyal FedEx customer for years. I did have an experience when a display case that had been shipped to a...
The Perfect Customer Service Representative Courtesy Of @United
Flying into the New York area on a Friday afternoon is always risky business. There are usually delays because of air traffic or back...
The Do’s And Don’t of E-commerce
Shopping on-line is great, convenient and fun. Every company has an online marketplace these days and some are much better than others. I thought...
Taking the Common Sense Out of Service
< Delivering an exceptional customer experience has a great deal to do with common sense. Last week, I attended a business conference and stayed...
Listen up! 7 Tips to Improve the Call Center Interaction
I was taught years ago the most important component in selling was listening. Hear what your prospect has to say and respond instead of...
Customer Service is Great Delivery
I have to admit I have never been a fan of Walmart. The staff was indifferent, shelves poorly stocked, and no one around to answer...
Customer Retention at Its Best
Last weekend my wife and I had tickets to Cabaret, starring Alan Cummings, most recently popular in The Good Wife, and Michelle Williams, another...
The Motion Picture Industry Doesn’t Understand Customer Experience
On the front page of the Marketplace section of The Wall Street Journal just a few days ago was an article titled: Fewer Americans...
How to Turn Complaints into Opportunities
In days, gone-by, your refrigerator was an old friend for at least twenty years, furniture withstood decades becoming valuable antiques and people talked on...
Hire the Right People For the Right Jobs
Especially in this era of ever-changing and advancing technology, first impressions are still important. Repeat business cannot be generated without initially creating a personal...
5 Tips For Building Trust
Trust is the most important ingredient for building customer loyalty. Without it, any relationship, whether personal or business, will not flourish. When trust is...