Richard Shapiro

Richard Shapiro

Richard Shapiro is founder and president of The Center for Client Retention.

Articles by Richard Shapiro

There's value in a human-to-human relationship, but there's nothing wrong with having technology to help along the way.
Posted December 06, 2019

Every customer contact is an opportunity to convince customers to continue doing business with you.
Posted September 19, 2019

Customer service personnel need to leave good impressions throughout the interaction, not just at the outset.
Posted June 28, 2019

Below are seven tips to help companies improve the customer experiences they provide.
Posted May 03, 2019

There are a few important questions to ask when trying to calculate the real worth of the contact center to the company.
Posted March 15, 2019

Networking properly creates opportunities for career and personal development.
Posted January 25, 2019

Don't just thank customers during the holidays; that should be standard practice all year long.
Posted December 14, 2018

Artificial intelligence works best when it is combined with a human element.
Posted October 05, 2018

Customer service associates who feel appreciated have a better connection to the brand and can deliver better service to customers.
Posted August 03, 2018

With just a few wording changes, customer service reps can position your company higher in the CSAT department.
Posted June 08, 2018

Customers are more likely to remember how you made them feel than what you said or did.
Posted April 06, 2018

With the call-back option becoming more popular, it's important that company reps leave the right voicemail messages.
Posted February 02, 2018

These eight tips will help companies make sure the agents they hire will be able to serve customers properly.
Posted November 17, 2017

Don't ask questions if you're not prepared to act on the results.
Posted June 30, 2017

No other word destroys loyalty and retention faster than "no," so figure out how to turn any situation into a positive.
Posted March 31, 2017

The contact center is part of any company's life blood, not a cost to be reduced.
Posted January 06, 2017

Better customer engagement with contact center agents leads to increased loyalty and retention.
Posted September 30, 2016

Automated phone systems and agent interactions need to make customers feel welcomed and appreciated.
Posted April 01, 2016

Consumers want fast and personal responses when reaching out via email with questions or concerns.
Posted December 11, 2015