Richard Shapiro

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 30 years, Richard has spearheaded the research conducted with thousands of customers from Fortune 100 and 500 companies compiling 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 February, 2016.

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2020 Retail Trends

Filed in Blog, Customer Experience, Retail by on November 11, 2019 0 Comments
2020 Retail Trends

Retail stock prices forecast the future. The predictions for 2020 are dim. In 2019, global trade tensions, economic uncertainty and the growing dominance of Amazon and a handful of other e-commerce giants shrunk the pie for most of us. Retail executives need to develop strategies to fight for new customers and innovate to keep the …Continue Reading

Retailers Underestimate the Value of the Telephone

Retailers Underestimate the Value of the Telephone

Once upon a time, a very successful department store owner answered the telephone one evening. On the other end of the line was a customer who needed help but the store was already closed. Yes, there was a time when customers could reach, even the owner of a prestigious store, day or night.  That’s When Retailing …Continue Reading

2019 Customer Experience Trends

Filed in Blog, Customer Experience, Customer Service by on December 4, 2018 1 Comment
2019 Customer Experience Trends

Customer Experience trends are bigger and better for 2019. Artificial Intelligence (AI) tops the list, with a virtual army of app developers working around the clock to help us excite, entertain and educate our clients. With AI, shopping will be more highly personalized than ever, potentially quashing any lingering doubts that customer service and experience are …Continue Reading

2019 Retail Trends

Filed in Blog, Customer Experience, Customer Service, Retail by on November 14, 2018 0 Comments
2019 Retail Trends

If we don’t look ahead we risk being left in the dust, and perhaps nowhere is that risk greater than with the emergence of Artificial Intelligence (AI) as a practical retail technology. AI has left the lab, and although its long-range impacts and unexpected consequences remain the domain of science fiction writers, brands and retailers …Continue Reading

Many E-Commerce Sites Are Stupid

Many E-Commerce Sites Are Stupid

E-commerce sites don’t make sense. In many cases they look like every other site, cluttered and not easy to search for the Contact Us number. If a telephone number can be located, it is usually buried in a maze of other categories or only available through the company’s search engine. Even when you find a telephone …Continue Reading