Unlocking the Secrets to Repeat Business
Richard R. Shapiro
Gone are the days when a company could control its public image through television advertisements and radio plugs.Instead, companies today worry about what their customers will Tweet or post on Facebook about their experience,and whether or not that customer will spread a positive message across the vast landscape of the Internet.
Customer service is more important for businesses today than ever before. A recent study by
Consumer Reports found that two in three consumers have walked out of a business because of poor customer service.
In his new book,
THE WELCOMER EDGE: Unlocking the Secrets to Repeat Business
(Vantage Point Books,
February 2012), customer relationship management expert, Richard R. Shapiro, founder and president of The Center For Client Retention, details how businesses can improve their customer service – and boost their profits.
Based from Shapiro’s personal and professional experiences, the principles outlined in
THE WELCOMER EDGE
can be applied to the largest retail operations in the world or to the smallest boutique. They also apply to almost any interaction, from calling a contact center for information to registering a complaint or even making a purchase online.
THE WELCOMER EDGE shares the secrets of making the first time customer into a repeat patron.Those who can incorporate a personal touch in salesmanship and customer service and use it to their advantage will see their business improve.
The book is excellent- a reference I now keep right on my desk and is a must read for anyone who wants to improve their business.
To learn more and to order the book- www.richardRshapiro.com
I highy recommend The Welcomer Edge and also learning more about Richard Shapiro to bring him into your organization