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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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

Ideas for Improving Retail

Ideas for Improving Retail

I recently attended a retailing conference in New York City. On the ride up in the elevator to the 36th floor, I overheard two retail executives speaking quietly to each other.  They were asking each other if retailers were out of ideas, money, or leadership. The execs may have a point about money and leadership, …Continue Reading

Do Two Former Google Employees Really Deserve Such Bad Press?

Do Two Former Google Employees Really Deserve Such Bad Press?

Paul McDonald and Ashwath Rajan drew widespread scorn this week after their company, Bodega, was profiled by FastCompany in an article entitled “Two Ex-Googlers Want To Make Bodegas And Mom-And-Pop Corner Stores Obsolete.”  Twitter was calling them “the most-hated new start-up.” That’s not good publicity for any company or organization, novel or well-established.  I’m a strong advocate of …Continue Reading

Customer Value Investment by Gautam Mahajan: A Tool to Understand Customer ROI

Filed in Blog, Customer Experience, Customer Service by on August 28, 2017 0 Comments
Customer Value Investment by Gautam Mahajan: A Tool to Understand Customer ROI

What exactly is the value of a customer?  Most companies do not understand this concept or its value.  Associates who work for companies on the frontline somewhat get it, but in reality they do not see the customer as an asset that can either be increased or diminished over time. Gautam Mahajan published Customer Value …Continue Reading

The Key To Uber’s Longevity Is Driver Loyalty

The Key To Uber’s Longevity Is Driver Loyalty

Uber was founded in 2009. Essentially, it is a software company providing a service: an efficient and user-friendly way of transporting passengers from one place to another in an automobile.  Uber is an app – nothing more.   Without drivers and their cars, Uber would not be able to function. When Uber was founded, the company …Continue Reading