Recent Customer Experience Blog Posts

Do Loyalty Programs Lock-In Loyalty?

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 The Wall Street Journal, Macy’s Faces a Test of Loyalty, the company recently released a financial statistic rarely disclosed.  Nine percent of Macy’s customers account for 46 percent of their sales. …Continue Reading

Does Self-Serve Drive Customer Loyalty?

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 customer relationships. Without a human relationship, your business is vulnerable to competition globally, electronically and from a competitor who sets up shop next door. Nearly half of retail workers are at …Continue Reading

When Planning Your Customer Retention Strategy: Think Small

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 is to understand that the strongest bond is between two people and people are what create a successful customer retention strategy. The other day I had a meeting with the president …Continue Reading

How Smaller Ecommerce Brands Handle Customer Service & What You Can Learn

How Smaller Ecommerce Brands Handle Customer Service & What You Can Learn

Today I am excited to share with you a guest post from Patrick Foster. Smaller ecommerce brands can’t compete on price, so they often compete on experience instead. Niche stores rely on visual social media, irreverent product copy, intriguing packaging, and exceptional customer experiences to improve brand engagement and client retention rates.  People-powered ecommerce businesses …Continue Reading

Interview With Richard Shapiro About The Audiobook Release Of “The Endangered Customer”

Filed in Blog by on May 15, 2017 2 Comments
Interview With Richard Shapiro About The Audiobook Release Of “The Endangered Customer”

The Endangered Customer: 8 Steps to Guarantee Repeat Business was released as an audiobook in May 2017.  With narration from Scott Brick, we are excited to make this book available on Audible and speak with the author about his latest release. Your latest book, The Endangered Customer: Eight Steps to Guarantee Repeat Business has been out for just about …Continue Reading