I had the opportunity this past week to sit down with Richard Shapiro and talk about his recently released book: The Welcomer Edge: Unlocking the Secrets to Repeat Business.
Richard embraces the concept of Welcomers, those members of a company’s team who know how to instantly make a connection with a customer and who continue to foster that relationship with every new interaction. As people continue to bemoan the “death” of customer service, Richard’s message of Welcomers is increasingly timely. Listen to the videos below to learn more from Richard about this great concept.
I broke the interview into two shorter topical pieces and then the entire interview. Please forgive the shaky camera work on the full interview. I promise I was not trying to embrace my inner Spielberg; we just didn’t have a full stand for the camera.
Richard Shapiro is the Founder and President of The Center For Client Retention (TCFCR), which provides research, training and consulting services to Fortune 500 corporations on how to improve the customer experience.
As an influential force within the customer relationship market research industry, Shapiro has been interviewed by The New York Times, the Associated Press, The Wall Street Journal, the Boston Globe, Newsday, The Today Show, ABC World News Tonight and CBS News as an industry expert.
I hope you enjoyed the interviews above. Please make sure to check out The Welcomer Edge for you and your staff.
What do you think of the concept of Welcomers?
By Adam Toporek. Adam Toporek is an internationally recognized customer service expert, keynote speaker, and workshop leader. He is the author of Be Your Customer's Hero: Real-World Tips & Techniques for the Service Front Lines (2015), as well as the founder of the popular Customers That Stick® blog and co-host of the Crack the Customer Code podcast.