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.

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This is For Customers ONLY

This is For Customers ONLY

How many times have you needed to use the bathroom, entered a place of business and were told, “No, this is for customers only?” It has probably happened to all of us. That policy isn’t good for business or people. Last weekend I was with my granddaughter in Great Barrington, MA, enjoying a perfect Saturday …Continue Reading

6 Tips to Retain Subscription Services Customers

6 Tips to Retain Subscription Services Customers

Subscription services are unique business models and companies are struggling with how to retain those customers. Blue Apron is a good example.  Blue Apron just announced that loyal customers are hard to find.  According to a recent article in The Wall Street Journal, “…to keep up its blistering growth and live up to its targeted …Continue Reading

3 Retail Trends You Can Expect to See In The 2017 Holiday Season

3 Retail Trends You Can Expect to See In The 2017 Holiday Season

While the holiday shopping season does not technically begin until Black Friday, it is never too early for retailers to think about what new and exciting retail trends there will be in the 2017 holiday season! With brick & mortar stores having to increase their efforts to combat the increasing use of e-commerce sites, the …Continue Reading

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