The Welcomer Edge is a business book that unlocks the secrets to repeat sales. Its principles are appropriate for all sales and service environments. It's about four distinct categories of service professionals -- the people that will make any customer service function or department a success. The author provides real life examples and anecdotes to help transform this concept into action. Welcomers are a rare breed of friendly and engaging people. Most importantly, they are innately intuitive, and understand that customers are people first. Identifying and recruiting welcomers is the key to a healthy consumer base.
The book provides practical recommendations and strategies so that any company -- regardless of industry or size -- can maximize the quality of its customer service and the quantity of its loyal consumers. The book describes the four categories of frontline associates. Understanding that each category has definitive service personalities will help optimize your business at its most crucial moment: the encounter that brings two people together to make a purchase, subscribe to a service, provide praise, or raise a concern. The bottom line shows how sales and customer associates have a powerful impact on sales because they determine the outcome of the all-important first impression, and this translates into whether or not a company will achieve its most important goal: repeat business.
|Publisher:||The Center For Client Retention|
|Product dimensions:||6.00(w) x 9.00(h) x 0.50(d)|
About the Author
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.
Most Helpful Customer Reviews
The Welcomer Edge by Richard Shapiro explores the customer experience that converts first time customers into repeat buyers. Richard characterizes four types of sales persons; highlighting the advantage ‘welcomers’ have over others not so personally engaging. - Welcomers draw new customers to a business and keep them by establishing a relationship with their clients. - Robots go through the motions in their client interactions and do not create a personal connection. - Indifferent employees overtly communicate a lack of caring to their customers; rarely saying ‘hello’ and ‘thank you.’ - Hostiles do not want to be at work and make this sentiment obvious to their customers. Robert goes on to reveal how those who are not currently welcomers can work to develop the key mindsets and approaches to embody this approach; thereby increasing customer satisfaction and sales. I like The Welcomers Edge for its highly insightful, example filled examination of the various degrees of one-on-one customer relationship management. I appreciate the detailed personality descriptions that enable managers to identify the approach type of their front-line employees as well as the prescription for developing individual’s welcomer abilities. If I had one criticism of the book it would be that Richard uses too many examples; going a bit beyond what is needed to effectively make a point. But then again, can one really have too many examples? The Welcomer Edge provides business leaders with the crucial insight needed to ensure they have the best client facing people, individuals who will convert and retain potential customers. For its actionable, example rich insights driving organizational goal achievement, The Welcomer Edge is a StrategyDriven recommended read. All the Best, Nathan Ives StrategyDriven Principal