The Endangered Customer: 8 Steps to Guarantee Repeat Business

by Richard R. Shapiro

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.

148 pages, Hardcover

Published February 1, 2016

Reviews

[Andy · Rating 5 out of 5]

When was the last time you read a book that inherently makes sense, you say to yourself “why didn’t I think of that?” Richard Shapiro’s The Endangered Customer, 8 steps to guarantee repeat business is such a book.

Richard’s knack for storytelling, as well as his personal and professional experience, provide a methodology for retaining customers and building sustaining relationships with them. This is an eminently readable book. Richard’s book provides concrete steps for anyone seeking to build their business around customer experience and tells stories that engage the reader.

Ending each chapter with Power Points Worth Repeating was a great way to summarize the stories and the narrative into useful action steps.

If you are starting out building your own business, or looking to re-energize your existing customer-centric culture, this book needs to be on your desktop.

[Jade Aase · Rating 5 out of 5]

This is a great tool for any company that needs to evaluate how they are keeping customers happy. There is no rocket science to this but since it is easy to get distracted by the core purpose of any business and forget how we are building our customer base, it is important to keep his tools and practical tips in mind.

[Lori Ben-ezra · Rating 4 out of 5]

Easy to read, practical suggestions to improve customer service.