Watch Richard Shapiro, author of The Endangered Customer: Eight Steps to Guarantee Repeat Business speak about his newest book.
When top management determines that any organization must become more customer-centric, immediately a search begins on the Internet for, “passion for customer service.” Most execs don’t think of “passion” as a component of e-commerce sites, but they should. Of course a computer, mobile device or app will always be mechanical and therefore cannot in and […]
If I were to take a survey of any random group of customers, there is no doubt that #1 on the list of major frustrations and aggravation is when a customer must call customer service to fix a problem or resolve an issue. Blood pressure rises to the point of boiling too many times and […]
In The Endangered Customer, Richard Shapiro presents a proven strategy to create loyalty in the age of the empowered consumer. He shows why a “people first” approach is more important than ever and offers a road map any business can follow to deliver a welcoming and personalized customer experience at every touch point. Companies invest heavily […]
Whenever I speak to a group of business executives my opening words are that competition has never been greater and the need to implement a proactive repeat business strategy is paramount. I now have to add one more competitor to the list: slightly used. Companies are struggling. Products are turned into commodities almost the minute […]