Recent Customer Experience Blog Posts by Richard Shapiro

Retail Can Learn Valuable Lessons from B-to-B

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 a large sales force spending long hours to acquire new accounts.  Immediately after a client signed on we had internal meetings to learn everything about the newest customer; its business history, …Continue Reading

2017 Customer Experience Trends – Free eBook!

2017 Customer Experience Trends – Free eBook!

TCFCR’s 2017 Customer Experience Trends is now available as a free eBook! In this free customer experience eBook authored by Richard R Shapiro, you’ll learn what to expect in 2017. Innovation that lets firms reach out and touch their customers is moving at warp speed, building on expectations that were unthinkable just five years ago. …Continue Reading

Can E-commerce Sites Create Personalized Customer Relationships?

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 a human component and fail to make that critical personal connection. The strongest loyalty or bond is between two people and not a brand or retailer.  Of course, there are exceptions …Continue Reading

The Customer is Always Right

The Customer is Always Right

“The customer is always right” is a mantra urging service staff to give high priority to customer satisfaction.  The slogan was popularized by pioneer successful retailers like Harry Gordon Selfridge, John Wanamaker and Marshall Field. They thought that customer complaints should be treated seriously so customers did not feel cheated or deceived. Whenever I am …Continue Reading

2017 Customer Experience Trends

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 ago. When today’s consumer has questions about your product, it is no longer acceptable to wait for the answers— they must be addressed in real time or the customer will turn …Continue Reading