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.
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→