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Richard Shapiro
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Richard Shapiro is the Founder and President of The Center For Client Retention (TCFCR), which provides research, training and consulting services to Fortune 500 corporations on how to improve the customer experience. As an influential force within the customer relationship market research industry, Shapiro has been interviewed by The New York Times, the Associated Press, The Wall Street Journal, the Boston Globe, Newsday, The Today Show, ABC World News Tonight and CBS News as an industry expert. His first book is The Welcomer Edge: Unlocking the Secrets to Repeat Business.


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Thank you for your patience while we continue to rebuild this site.  Soon you will have all the information that has become crucial in the retention of customer base.  We will have many articles for you to digest in the upcoming months and hope that we can uphold the traditions of this website.  Thanks again … Continue
Customers do not like to feel frustrated. Frustration is a leading cause of customer attrition. I get very frustrated when I receive a “PLEASE DO NOT REPLY TO THIS EMAIL”. If you don’t want me to respond, don’t send it. Many times these auto-responses are initiated when a new customer logs on to your company’s […] The post “
McDonald’s has been receiving a great deal of negative press for their financial performance after announcing their new turnaround plan. For the quarter that just ended June 30, the company’s profits sank 13 percent to $1.2 billion and revenues dropped 10 percent to $6.5 billion. That’s a big problem. Both the The New York Times […] The post
It’s mid-July 2015 and we are celebrating summer activities; family vacations, picnics and summertime concerts. But as we get ready to move into the fall season, let’s set our sights on some ideas to generate repeat business. The best opportunity for retailers to generate repeat business is for associates to create and build relationships with [
Camp Winadu’s 90-year anniversary is just around the corner so they must be doing something right. Their mission is “Building Character Through Sports.” Their claim is, “Sports create the opportunity for children to learn critical life lessons while having tremendous fun.”    Number one rule: “Don
A few weeks ago there was an unfortunate incident with a United Airlines flight.  The plane left Chicago bound for London and because there was an engine malfunction, had to be diverted to Goose Bay, Canada, for repairs.  Yes, unfortunate, but add insult to injury because the passengers were treated with disrespect and disregard. When […]



If I go into a pet store, I expect the people working there to love animals.  That makes sense to me.  Taking care of dogs, cats, birds, and fish can be fun but there are chores involved.  Cleaning out a cage or bathing a dirty dog requires passion.  When a pet storeowner creates a profile […] The post Hire People who are Passionate about
I have been asked recently to provide my opinion on the biggest customer service challenges affecting organizations today. My number one answer is that consumers want to do business with companies that provide personalized service delivery.  How can companies combine technology with the human-to human touch to create a winning combination? Let’s
Yes! It is possible to make customers feel special, but not easy.  Customers crave human interaction that leaves them with the feeling that associates really do care about them. When a representative is patient, sympathetic and provides detailed explanations and the customer has an opportunity to ask questions, the customer remembers.  They want
In 2004, futurist Erwin Van Lun, CEO and founder of, predicted that all Fortune 1000 Business-2-Consumer companies would employ speaking artificial characters in 2015, in order to automate their conversations with consumers in an interactive spoken dialogue. Across its top 10 strategic technology trends for 2015, Gartner identified the
In my case, twenty-five percent of the check. The other day my wife and I went to one of our favorite restaurants. We dine there often; great food, good value and service, a few blocks from our apartment. Whenever friends come in from out of town, this is our go-to-place. We were having dinner with […] The post How Much is a Roach Worth?
The new “buzz” is all about the emotional connection in customer service.  I say, yes! Companies should be focused on creating and building relationships.  By forming a human bond, your organization will not only have a volume of happy customers, but customers who need, want you, and will return. Service delivery can easily be replicated. [