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.
When are surveys a total waste of time?
Last Tuesday, when the big snowstorm hit the northeast, I had to travel to a conference in Philadelphia. Coming from New York City, I...
8 Simple Suggestions to Make Emails More Customer Service Friendly
Many customer service managers think an email doesn't have the potential to create or build positive relationships. Our research has proven otherwise. Implement...
Give Your Customers Hope
It's midnight, the first day of January, and the world is celebrating! It's a New Year!! Technically and physically nothing is different about...
The Future of the Customer Experience
Brian Vellmure, a prominent customer experience consultant, recently wrote an articulate and insightful blog. The future of the customer experience was highlighted and...
How To Make First Time Customers Into Long Term Buyers
In almost any business, the chances of losing a customer during the first year is almost twice as high as for those who have...
How Can Magic Phrases Help Secure Repeat Business
All of us of a certain age remember that great show, "You Bet Your Life," hosted by Groucho Marx. Any contestant who mentioned...
Employing Your Associates as Competitive Weapons
In the retail world, the best opportunity to create loyalty and generate repeat business is through associates who are relationship builders. We all...
Are contact center representatives loyal to their brand?
According to the 3rd Annual Contact Center Communication and Connection Study, conducted by The Center For Client Retention, the answer is yes. Agents are...
Remind Customers of Your Commitment to Customer Satisfaction
We're celebrating Customer Service Week. One important objective is to demonstrate your organization's commitment to customer satisfaction. The following recommendations will assist in...
Thank Other Departments for Their Support
We're celebrating Customer Service Week. A highlighted critical objective is to thank other departments for their support. The following recommendations will assist in...
Raise Companywide Awareness of the Importance of Customer Service
Customer Service Week this year is emphasizing five objectives; the third one is key: Raise Company Awareness to the importance of Customer Service....
Reward Frontline Representatives
As you may already know, this is Customer Service Week. I am recommending action items to meet each of the five highlighted objectives....
Boost Morale, Motivation and Teamwork
Customer Service Week is celebrated during the first full week of October. It's an international event; the primary purpose being to stress the...
Appeasing UPSET Customers
Whenever I conduct a webinar, speech or workshop, I am always asked the question: "What's the best way to handle a customer who...
Getting Real Customers to Write Rave Reviews – Not Paying for Them
The Harvard Business School recently conducted a study and found that restaurants raised revenues 5 to 9 percent by increasing their Yelp ranking by...
What Can You Learn from a Fortune Cookie?
I love to eat Chinese food. I enjoy the variety; all the soups, noodles, stir-fried vegetables and of course opening the fortune cookie at...
Investing Your Dollars In Web Sales Might Not Be The Best Investment
Brick and mortar is passé. Customers want the convenience of online shopping. A large staff of experienced sales people to help customers on-site...
How to Build a Contact Center in One Hour
The August 28, 2013 issue of the New York Times, featured an article about a firm in China that constructed a 30-story hotel...
Do All Cable Companies Provide The Worst Service?
I have to admit that when I contact a cable company, my expectations for easy, good service are low. I am frequently on hold...
Can you always believe the IVR message?
Frequently, people ask me which companies have the best service. I generally mention American Express as an example. They seem to hire the...