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 28 years, Richard has spearheaded the research conducted with thousands of customers from Fortune 100 and 500 companies amassing 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 in February, 2016.
richardrshapiro's Latest Posts
Brick & mortar retailers are complaining about the dramatic reduction in customer traffic. But, very few companies have a plan in place to turn a first time shopper into a repeat customer. In fact, most companies don’t have that concept, creating repeat business, front and center as a vital piece of their overall approach. Most …Continue Reading
Like other companies in various market sectors, the grocery industry is the next collapsing domino. Every day there is news about the grocery industry; the demise of Whole Foods, a new kind of food store, Amazon-Go, and the fast growing online grocery shopping. It’s not too late for the industry leaders to take steps to …Continue Reading
It’s not a future trend anymore; shoppers are purchasing online and picking up products in a physical store. It’s an easy and convenient way for a brand to provide instant gratification. The e-commerce shopper is now present at your physical store. What is the next step? This is a golden opportunity for a retailer to …Continue Reading
Retailers Should Have Hired Consumer Affairs Executives Years Ago to Bridge Brick & Mortar and E-commerce
A hidden gem is something which is extremely outstanding and not many people know about. The Consumer Affairs departments within major consumer product companies is one such gem. If retailers had included Consumer Affairs executives in strategy sessions to discuss how to add e-commerce to their mix, e-commerce never would have been set up as …Continue Reading