Customer retention and loyalty are critical to the success of your business and maintaining relationships is a key to both. Today’s guest shares 27 years of wisdom to help us create personal connections with customers, no matter how big our organizations grow.
Richard Shapiro, Bestselling author and veteran customer retention strategist
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 27 years, Richard has spearheaded the research conducted with thousands of customers from Fortune 100 and 500 companies amassing 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, will be available February, 2016.
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Develop Your Customer Experience Mission
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Customer retention: Are your customers an endangered species?
Richard gives us a brief history of his experience working with successful companies, and how their success is largely attributed to customer retention. Drawing from 27 years of experience, he explains the importance of recognizing customers as people.
Knowing their expectations and how they like to do business is not enough.
One of the biggest challenges in scaling any business is finding a way to create lasting relationships with customers. If your company were to become huge, could you still interact with your customers as individuals?
Richard explains how businesses of any size can create valuable personal relationships with customers. If you’re willing to invest in those relationships through personalized communications, the ROI can be tremendous.
Richard says, “There’s never been more competition than there is today.” The need for building relationships with customers is critical.
With a strong focus on the idea of repeat business, Richard explains the principles behind his book, The Endangered Customer: 8 Steps to Guarantee Repeat Business. Based on extensive research, these 8 steps are geared towards giving you the ingredients for connecting with customers on emotional and psychological levels.
How do your customers feel after the transaction is over?
How will you know?
Listen to this episode to learn how to create relationships so strong, your customers won’t imagine leaving you for a more enticing offer.
- Richard’s blog, 8 Steps to Guarantee Repeat Business for E-commerce Sites
- Richard’s bestselling book, The Welcomer Edge: Unlocking the Secrets to Repeat Business
- Richard’s new book, The Endangered Customer: 8 Steps to Guarantee Repeat Business
- 360Connext® post, 5 White Glove Tests to Maximize Customer Retention
- Customers That Stick® post, Faces of Customer Experience: Richard Shapiro
- Episode 058: Jill Griffin, The Loyalty Maker
Take care of yourself and take care of your customers.