Business-to-Business

Retail Can Learn Valuable Lessons from B-to-B

Retail Can Learn Valuable Lessons from B-to-B

I began my career at ADP, the largest payroll processing company in the world. Our customers were not consumers, but other businesses. We had a large sales force spending long hours to acquire new accounts.  Immediately after a client signed on we had internal meetings to learn everything about the newest customer; its business history, …Continue Reading

2017 Customer Experience Trends – Free eBook!

2017 Customer Experience Trends – Free eBook!

TCFCR’s 2017 Customer Experience Trends is now available as a free eBook! In this free customer experience eBook authored by Richard R Shapiro, you’ll learn what to expect in 2017. 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. …Continue Reading

2017 Customer Experience Trends

2017 Customer Experience Trends

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

Eight Steps to Guarantee Repeat Business

Eight Steps to Guarantee Repeat Business

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

Make Me Feel Welcome

Make Me Feel Welcome

The content below is an excerpt from Chapter 1: Make Me Feel Welcome of The Endangered Customer. It all begins with hope. It may sound obvious, but if you wish to make a human connection with a customer—in person, on the phone, or online—then the most important thing to remember is each individual’s humanity. Human …Continue Reading