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.
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