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
In July of this year, Amazon started offering Echo-only deals to encourage customers to shop with their signature voice. The Echo device, nickname Alexa, was first launched in early 2015. Alexa is your friend, capable of voice interaction, music playback, making to-do-lists, setting alarms, streaming podcasts, playing audiobooks, and providing weather, traffic and other real …Continue Reading
If any part of your business enterprise relies on your relationship with consumers, beware of the “Age of Endangerment.” At no point in history has your customer base been more vulnerable to poaching than today. However, it is still possible to create extreme customer loyalty and generate repeat business in this highly threatening consumer ecosystem. …Continue Reading
By now almost everyone has read or heard about Wells Fargo creating over two million fraudulent checking and credit card accounts from 2011 to 2015. Wells Fargo fired 5,300 bank associates who were part of the scheme and paid a $185 million fine. The CEO, John Stumpf, has been testifying in front of Congress. My …Continue Reading
The primary purpose of a loyalty rewards program is to encourage customers to continue to shop at or use the services of businesses associated with each program. I’m surprised that when most associates are handed a loyalty card it’s as if the customer is giving them a widget. Golden opportunity missed! Rarely are associates trained …Continue Reading
People like to feel and be in control. That thought is not necessarily articulated but when a customer is not in control, he or she is not happy. How can your associates create happy customers? Give the customer your full and complete attention. It’s not sufficient that your associates think they are giving their full …Continue Reading