Issue 91 - 05 | Generating Repeat Business

By Richard Shapiro
Published Feb. 22, 2012 11:00 a.m.
“For any enterprise to thrive, you cannot underestimate the importance of repeat business. The vast majority of senior executives believe that providing good customer service is sufficient to obtain return customers. However, focusing on the service interaction alone is not always enough to generate repeat business; it’s building an emotional connection that becomes the loyalty glue.”

About Richard Shapiro | 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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