For years we’ve promoted and prioritized business cultures around hard-charging, expertise-laden, take-no-prisoners, results-oriented, step-on-their-necks-if-we-must ideology. But wait … what if being nice works just as well?
About Richard Shapiro
Richard Shapiro is President and Founder of The Center for Client Retention and a highly regarded authority in the specialized field of customer satisfaction and loyalty research. He founded the firm in 1988. TCFCR helps numerous Fortune 500 companies create exceptional customer experiences through their survey research, training and consulting.
Richard's first book, entitled, The Welcomer Edge; Unlocking the Secrets to Repeat Business was published in February 1, 2013. His second book, The Endangered Customer: Eight Steps to Guarantee Repeat Business, was released in January 2016.
He is on the Corporate Advisory Board for Comunilife's Life is Precious Program that supports social services for at-risk Latina teenagers who are contemplating suicide. He is also Chair of the Annual Fund Raising Breakfast.
Posts by Richard Shapiro:
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. […]
The most successful weapon to fight customer attrition is creating a personalized customer experience that is unique to your business and the individual customer. According to Accenture, the “Switching Economy” is up 29 percent since 2010 as companies struggle to keep up with the non-stop customer. Does the loyal customer still exist? The answer is […]