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 offers a road map any business can follow 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 mind-set built around customer care, responsiveness, and engagement that mirrors the dynamics of a personal relationship. His eight-step strategy is geared to generating a higher percentage of repeat customers and is 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.
