Archive for Richard Shapiro

Employee “Welcomers” are Key to Good Customer Service and Repeat Business

Companies know through research and personal experience that good customer service is the secret to retaining and attracting new customers. Yet many companies don’t do it well, as Richard Shapiro, a client retention expert, says in his new book The Welcomer Edge: Unlocking the Secrets to Repeat Business.

"good customer service"

Richard Shapiro

They haven’t identified those employees — whom he calls “welcomers” — who are especially adept at engaging with customers so they buy over and over again.

Welcomers are essential to bricks-and-mortar retailers and to providing online customer service where it can be more difficult to provide that personal touch.

Secrets to Repeat Business

Shapiro shares his own experience as a teenager in his father’s haberdashery store. His father had the gift of being interested in customers as people.  As Shapiro says in his book, “What I learned then  is…customers are people first and customers second.” The Welcomer Edge describes how to make first time customers into repeat customers. Read More→