Author Richard R. Shapiro will present a p roven strategy to create customer loyalty in his book The Endangered Custo mer. \;Shapiro shows why a "people first" approach is more important than ever and offers a road map any business can follow to deliver a welco ming and personalized customer experience at every touch point.
\nCo mpanies invest heavily in technology to manage their customers and earn re peat business\, but high-tech approaches have fallen short according to Sh apiro. "Technology can support agility and service\," he says\, "but techn ology alone won't sustain long-term relationships when consumers have so m uch choice and control in the selection and buying process."
\nShapi ro's antidote to the "switching economy" is an organizational mind-set bui lt 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.
\nWith \;The Endangered Customer\, you hold the k ey to a high-performing customer retention culture. Read it to ensure the survival of your customers.
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