Press Release: The Demise of Customer Loyalty

Filed in Blog, Press by on February 1, 2016
The Endangered Customer - high res

RICHARD SHAPIRO, CUSTOMER RETENTION GURU, EXPLAINS THE DEMISE OF CONSUMER LOYALTY AND PRESCRIBES SURVIVAL STRATEGIES TO ENSURE REPEAT BUSINESS

Berkeley Heights, NJ (February 1, The Endangered Customer - high res2016)—The Center For Client Retention announced the publication of The Endangered Customer: 8 Steps to Guarantee Repeat Business, a new book by company founder and president Richard Shapiro.

“The loyal customer is now an endangered species,” according to author Shapiro. “Today’s technology has provided 24/7 choice and more control over the retail process for consumers, while many consumer-facing brands are embracing technology to ‘improve service’ and cut costs. Ironically, the intersection of the two creates an environment where the customer feels anonymous and has no motivation to return to the brand. The key to saving the endangered customer is to bring back and sustain the human experience.”

The Endangered Customer is designed as a dynamic roadmap for organizations that want to create loyalty in the age of the empowered customer. Shapiro explains the forces at work in the digital marketplace that should increasingly compel executives to infuse their business culture with a “people first” approach. The author’s 8-step strategy for achieving a personalized and welcoming customer experience is geared to driving repeat business for any organization.

The Endangered Customer: 8 Steps to Guarantee Repeat Business will be available for sale at Amazon.com and 800-CEO-READ.

For more information, contact TCFCR at info@tcfcr.com or 973-258-9400.

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ABOUT THE CENTER FOR CLIENT RETENTION

The Center For Client Retention (TCFCR) was founded by Richard Shapiro in 1988 and provides customized research, training, and consulting. TCFCR deep dives into a company’s procedures, practices and communications determining strengths and weaknesses to create an exceptional customer experience, nurture loyalty and escalate retention.  TCFCR designs and conducts customer journey research, employee engagement surveys, mystery shopper analysis (calls, emails, chats), competitive landscape benchmarking studies, and boot camp workshops. Headquartered in Berkeley Heights, NJ, TCFCR has helped Fortune 500s, as well as mid-sized and small businesses, refine their consumer-facing practices to increase profitability and forge a competitive advantage.

ABOUT RICHARD SHAPIRO

Richard Shapiro Headshot

Richard is widely respected for his expertise and considered a thought leader in the areas of brand loyalty research, the customer journey and retention. As an influential force in customer relationship management and top ranking customer experience blogger, Richard has been interviewed by Fox Business News, The New York Times, The Associated Press, The Wall Street Journal, Boston Globe, Newsday, The Today Show, ABC World News Tonight and CBS news as an authority in his field. Richard is on the Corporate Advisory Board for Comunilife, Inc.’s Life is Precious™ program supporting social services for at-risk Latina teenagers and a member of The Luxury Marketing Council. He is the author of The Welcomer Edge: Unlocking the Secrets to Repeat Business and The Endangered Customer: 8 Steps to Guarantee Repeat Business.

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