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
Innovation that lets firms reach out and touch their customers is moving at warp speed, building on expectations that were unthinkable just five years ago. When today’s consumer has questions about your product, it is no longer acceptable to wait for the answers— they must be addressed in real time or the customer will turn …Continue Reading
2016 was an exciting year for the retail industry. A parade of innovative options, widgets, and new players wowed consumers and continue to drive a sea change in their preferences and expectations. Online and brick & mortar retailers alike found themselves scrambling to stay relevant and competitive. We’ll see more of the same in 2017, …Continue Reading
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