RICHARD SHAPIRO is founder and President of The Center for Client Retention (TCFCR) and is a leading authority in the areas of customer satisfaction and loyalty. His firm develops and conducts satisfaction/loyalty studies using its state-of-the-art measurement instruments for Fortune 100 and 500 clients. Over the years, this research has gathered pertinent information from hundreds of thousands of customers to find out what factors make them repeat buyers. Mr. Shapiro has been interviewed as a customer service and retention expert by the the Wall Street Journal, ABC World Nightly News, CBS News, the Today Show, Newsday, the Boston Globe, the New York Times, Fox Business News, among other major media outlets. He lives in New York City.
ROBERT SPECTOR is the author of the bestselling The Nordstrom Way: The Inside Story of America's #1 Customer Service Company.