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Richard Shapiro is the founder and president of The Center For Client Retention and a recognized thought-leader in the areas of customer experience and loyalty. It costs 5 to 7 times as much to bring in a new customer as it does to keep the customers a company have. Therefore, how to generate repeat business is a critically important topic, which he discusses in his new book The Endangered Customer.
The Endangered Customer: 8 Steps to Guarantee Repeat Business
- Why do you call your new book, The Endangered Customer? Why are customers endangered?
- Why are you especially excited about the new book?
- What are the eight steps?
- You mentioned that each step is tied into a human emotion or a psychological feeling and you say that hope is the strongest emotion. Why?
The Endangered Customer is available on Amazon.com in hardcopy and ebook. Richard’s company helps companies generate a higher percentage of repeat customers for face-to-face, telephone and e-commerce interactions through their research, training and consulting services. His company website, which also includes Richard’s blog, is tcfcr.com.
This podcast is presented by Annie Jennings, of the National Publicity Firm, Annie Jennings PR that specializes in providing book marketing strategies to self-published and traditionally published authors. Annie Jennings PR books authors, speakers and experts on major top city radio talk shows that broadcast to the heart of the market, on local, regionally syndicated and national TV shows and on influential online media and in prestigious print magazines and newspapers.
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