In The Endangered Customer, Richard Shapiro presents a proven strategy to create loyalty in the age of the empowered consumer.
The Endangered Customer: 8 Steps to Guarantee Repeat Business
In The Endangered Customer, Richard Shapiro presents a proven strategy to create loyalty in the age of the empowered consumer. He shows why a “people first” approach is more important than ever. And he offers a roadmap any business can follow. This is to deliver a welcoming and personalized customer experience at every touch point.
Companies invest heavily in technology to manage their customers and earn repeat business. But high-tech approaches have fallen short according to Shapiro. “Technology can support agility and service,” he says. “But technology alone won’t sustain long-term relationships when consumers have so much choice and control in the selection and buying process.”
Shapiro’s antidote to the “switching economy” is an organizational mindset built around customer care, responsiveness, and engagement. This mirrors the dynamics of a personal relationship. His eight-step strategy is geared to generating a higher percentage of repeat customers. It is also supported by a “Repeat Business Scorecard” that allows firms to measure their performance at each step.
With The Endangered Customer, you hold the key to a high-performing customer retention culture. Read it to ensure the survival of your customers.
The Endangered Customer is a great read. I loved the chapter summaries. They can be easily broken down for frontline employees. This will make them feel empowered and confident in their ability to help customers. The book is filled with tactics and suggestions to make customers feel good about their experience even when the product or service they are looking for is not available. I am looking forward to giving a copy to everyone on my customer service team. –GREGG FERNANDES, vice president, Customer Care and Logistics, The Washington Post
Generating repeat business requires a strategy. Richard Shapiro’s eight steps provide an easy-to-navigate road map to create customer loyalty. It’s more important to know your customers than the company’s inventory, and The Endangered Customer makes that case. –JACK MITCHELL, chairman, Mitchell Family of Stores, author of Hug Your Customers and Hug Your People
More than ever, repeat business matters. But in today’s world of cutthroat competition, it’s harder than ever to secure. The Endangered Customer will give you a blueprint for retention that is part science and part soul. –TIM SANDERS, author of Love Is the Killer App: How to Win Business and Influence Friends
Encased in an eloquent framework, The Endangered Customer reminds us of the parallels that can be drawn between maintaining successful customer relationships and our own personal relationships. Every customer success road map should be created with touch point opportunities to develop human connections and strengthen bonds. Richard reminds us that “human service” will carry us much further than “customer service.” An important read for anyone focused on customer success. –CHAD McDANIEL, founder and president, Execs in the Know