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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?
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Whoa, thought I was watching Blair Witch Project for a minute the way that camera was shaking……..nah, you did good…..
Interesting, because I never really thought of a ‘welcomer’ and started applying it to my business and what it looks like when we bring a new customer on. It is certainly an area we can be more purposeful and make it a consistent, welcoming experience every time.
Good info indeed. I know a Rich Shapiro IRL, just now this one………:)
Blair witch is exactly what we were going for…
I really do like Richard’s concept of welcomers. Like you said, it’s something once you think about consciously, you start to see how you can focus on it and improve it.
Appreciate it Bill. See you soon. Who knows, maybe I’ll bring the video camera!
Richard shares some good ideas for businesses to get return customers. Customer service is certainly very important and like the old adage “You never get a second chance to make a first impression” – the impression customers get from your “Welcomers” can be one of the most important things for your business.
Thanks Ryan! I agree with you about that important first impression and how Welcomers can make it happen.
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