Richard Shapiro’s Book Signing at Books & Books

Filed in Blog by on May 6, 2016
Richard Shapiro The Endangered Customer

In The Endangered Customer, Richard Shapiro presents a proven strategy to create loyalty in the age of the empowered consumer. He shows why a “people first” approach is more important than ever and offers a road map any business can follow to deliver a welcoming and personalized customer experience at every touch point.

Companies invest heavily in technology to manage their customers and earn repeat business, but high-tech approaches have fallen short according to Shapiro. “Technology can support agility and service,” he says, “but technology alone won’t sustain long-term relationships when consumers have so much choice and control in the selection and buying process.”

Shapiro’s antidote to the “switching economy” is an organizational mind-set built around customer care, responsiveness, and engagement that mirrors the dynamics of a personal relationship. His eight-step strategy is geared to generating a higher percentage of repeat customers and is supported by a “Repeat Business Scorecard” that allows firms to measure their performance at each step.

With The Endangered Customer, you hold the key to a high-performing customer retention culture. Read it to ensure the survival of your customers.

About the Author:

Richard R. Shapiro founded The Center For Client Retention (TCFCR) in 1988 to provide customized research, training and consulting for Fortune 500 companies. These services help to create exceptional customer experiences and generate repeat business.

Before founding TCFCR, Richard was with ADP for fourteen years as Vice President of Customer Satisfaction and Client Retention. He created and managed the National Account Program and was General Manager of the company’s largest region. During his tenure at ADP, sales rose from 40 million dollars to more than 4 billion, making the company one of the most profitable global service enterprises.

Widely respected for his expertise and considered a thought leader in the areas of the brand loyalty research, the customer journey and retention, Richard has spoken at numerous conferences including the Society of Consumer Affairs Professionals (SOCAP), the International Quality In Service Conference in Karlstad, Sweden, DIA Medical Information Symposium, the American Management Association, the American Marketing Association, the American Society of Quality Control, Emory University’s Center For Relationship Symposium, Customer Experience Summit and the Global Contact Center Forum in Mexico City.

As an influential force in customer relationship management and top ranking customer experience blogger, Richard has been interviewed by 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 that supports social services for at-risk Latina teenagers. He is the Chair of the organization’s annual fundraising breakfast.

He is the author of The Welcomer Edge: Unlocking the Secrets to Repeat Business, published in 2013. His new book, The Endangered Customer: 8 Steps to Guarantee Repeat Business, is released in February 2016.

Richard holds a BA degree in Marketing from the University of Bridgeport and a MBA from Fairleigh Dickinson University.

Event date:

Tuesday, May 17, 2016 – 8:00pm
Event address:
265 Aragon Ave
Coral Gables, FL 33134

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