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 roadmap 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 mindset built around customer care, responsiveness, and engagement that mirrors the dynamics of a personal relationship. His 8-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 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 almost 30 years Shapiro has spearheaded research —from startups to Fortune 500 companies—providing critical insight on customer loyalty and the drivers of repeat business. His previous book is The Welcomer Edge: Unlocking the Secrets to Repeat Business.
|Publisher||The Center for Client Retention|
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