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 30 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.

rss feed Author's Website

Richard Shapiro's Latest Posts

The Winner Of The 2018 Customer Service Award Goes to…. Best Buy

Filed in Blog, Repeat Business, Retail by on February 6, 2018 0 Comments
The Winner Of The 2018 Customer Service Award Goes to…. Best Buy

In January of 2012 almost every financial analyst was forecasting the demise of Best Buy.  Amazon was Best Buy’s largest competitor with overall annual sales of $61.9B. Five years later Amazon’s sales have almost tripled to $177.8 B. Although Amazon’s consumer electronics business continues to increase, Best Buy has continued to increase its share too. …Continue Reading

2018 Customer Experience Trends

2018 Customer Experience Trends

Most executives talk about improving the customer experience—even of creating the quintessential customer experience—but too few walk the talk when it comes to developing and implementing strategies, policies, and training initiatives that can truly make a difference. Some exceptional firms are going all-out and competition dictates  others will either catch up or fade away. Review …Continue Reading

SmartGift: Gift Giving Gets Personal

Filed in Blog, Customer Experience, Customer Service, Retail by on November 27, 2017 0 Comments
SmartGift:  Gift Giving Gets Personal

In June I attended a retail panel discussion at FIT (Fashion Institute of Technology). One of the panelists was Monika Kochhar, CEO and founder of SmartGift.  Monika and her unique concept and service offering got my attention. How many times do we ask ourselves, “I want to get a special gift for that special person …Continue Reading

2018 Retail Trends

2018 Retail Trends

Welcome to the experience economy. Combining customer research, technology, and outside-the-box thinking, brands and retailers have reinvented shopping as a personalized, participatory experience that few consumers can resist. For brick & mortars, creating exciting in-store experiences promises to bring back customers once thought lost to online shopping, while online retailers are finding new ways to …Continue Reading

Companies Reduce Associate Mobility: Is it Fair?

Filed in Blog by on October 23, 2017 0 Comments
Companies Reduce Associate Mobility: Is it Fair?

I devour news articles relating to business and customer service – part of my job – and rarely am totally surprised.  But, last week in the New York Times, when I read Why Aren’t Paychecks Growing? A Burger-Joint Clause Offers a Clue, I was outraged and disappointed to learn that if you get a job …Continue Reading