2020 Customer Experience (CX) Trends
The Center For Client Retention
by Richard Shapiro
4y ago
Our customers’ expectations are growing exponentially. Although technology helps companies facilitate CX strategy, without the human touch our customers and our employees are vulnerable to poaching. Keeping abreast of the following nine trends being monitored by The Center For Client Retention (TCFCR) will help your business thrive in 2020 and beyond. An Engaged Workforce Delivers Exceptional Customer Experiences While we’ve known for years that happy employees are key to delivering an exceptional customer experience, it’s hard to retain our best people in such a competitive labor market. Whil ..read more
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2020 Retail Trends
The Center For Client Retention
by Richard Shapiro
4y ago
Retail stock prices forecast the future. The predictions for 2020 are dim. In 2019, global trade tensions, economic uncertainty and the growing dominance of Amazon and a handful of other e-commerce giants shrunk the pie for most of us. Retail executives need to develop strategies to fight for new customers and innovate to keep the ones they have. The retail trends highlighted here suggest a slew of winning initiatives for those wise enough to act now. Waiting is not an option–carpe diem! In-Store Service Meets Online Shopping Mobile technology is now available to connect online shoppers with ..read more
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Retailers Underestimate the Value of the Telephone
The Center For Client Retention
by Richard Shapiro
5y ago
Once upon a time, a very successful department store owner answered the telephone one evening. On the other end of the line was a customer who needed help but the store was already closed. Yes, there was a time when customers could reach, even the owner of a prestigious store, day or night.  That’s When Retailing Was Very Personal. In a recent Wall Street Journal article, Bob Greene, an American journalist and author, wrote an article about Robert Lazarus Sr., President of one of the most famous department stores in the mid-west, F&R Lazarus Co. The story had been told to him by Robert’s s ..read more
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Beginning Client Communication Tips [8 Helpful Tips]
The Center For Client Retention
by Dawn Kirspel
5y ago
Today we are excited to share with you a guest post by Danielle Adams. Mastering good client communication is the first step to a great relationship, but it’s also important to show client appreciation through gifts, letters, and thoughtful activities. Check out these great client communication tips and show your clients how much you care about them and the business they provide. After all, without fantastic clients, you wouldn’t have your amazing business. Client Communication Tips for a Great Customer Experience No matter what business you’re in, client communication is vital for giving your ..read more
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2019 Customer Experience Trends
The Center For Client Retention
by Richard Shapiro
5y ago
Customer Experience trends are bigger and better for 2019. Artificial Intelligence (AI) tops the list, with a virtual army of app developers working around the clock to help us excite, entertain and educate our clients. With AI, shopping will be more highly personalized than ever, potentially quashing any lingering doubts that customer service and experience are very different animals. But in order to emphasize experience, we’ll need to better understand the customer and how s/he relates to the brand; knowing what s/he purchased on Monday won’t cut it. Although the onrush of AI and related tec ..read more
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2019 Retail Trends
The Center For Client Retention
by Richard Shapiro
5y ago
If we don’t look ahead we risk being left in the dust, and perhaps nowhere is that risk greater than with the emergence of Artificial Intelligence (AI) as a practical retail technology. AI has left the lab, and although its long-range impacts and unexpected consequences remain the domain of science fiction writers, brands and retailers have seized upon it to predict individual consumer behavior and laser-target their messaging. Those who begin coupling AI with the human touch in the year to come will have a huge advantage long-term. As my 2019 trends that follow demonstrate, the technology gol ..read more
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Many E-Commerce Sites Are Stupid
The Center For Client Retention
by Richard Shapiro
5y ago
E-commerce sites don’t make sense. In many cases they look like every other site, cluttered and not easy to search for the Contact Us number. If a telephone number can be located, it is usually buried in a maze of other categories or only available through the company’s search engine. Even when you find a telephone number to call, the menu options make it almost impossible to ask a basic question about a product. If the retailer doesn’t have 24/7 live operators, rarely is the option offered to leave your name and telephone number for a call back. That’s not using good business sense. The other ..read more
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Is it Worth Paying Experienced Retail Associates Higher Salaries?
The Center For Client Retention
by Richard Shapiro
5y ago
In a recent article in The Washington Post,  Minimum Wages are Rising, Pay for Experienced Retail Workers is Not, the authors write,“Retailers have made headlines for raising their minimum hourly wages in quick succession — CVS to $11, Costco to $13, Target to $15 by 2020 — while 29 states and the District now require that employers pay more than the federal minimum wage of $7.25 per hour. But economists say those gains have not translated to higher wages among mid-level workers.” Are loyal and experienced retail associates being compensated fairly? It appears to me that retailers do not see t ..read more
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Ten Tips for Effective Networking
The Center For Client Retention
by Richard Shapiro
5y ago
According to Webster’s dictionary, networking is “the cultivation of a productive relationships for employment or business.” The key word is relationship. Unfortunately, the majority of people in the business community don’t seem to understand that important part of the definition.  I thought it would be helpful to outline ten tips to help initiate relationships that can eventually lead to financial success and/or a long-lasting friendship. Don’t hand your business card to someone before you engage in at least a short, but meaningful conversation. Randomly handing out cards is a waste of paper ..read more
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Talking About Repeat Business is Worth Repeating
The Center For Client Retention
by Richard Shapiro
5y ago
It’s rare that retailers ever talk about or report statistics on repeat customers. Stats are publicized on store over store results, year-by-year. But, that’s it. If you google repeat business, a Bain & Co. study from 2000 pops-up. Yes, the most recent study appears to be 18 years old. That study found that increasing customer retention rates by 5% raises profits by 25 to 95%. Just with that one piece of information, retailers are missing an opportunity.  I tell retailers to focus on how to get even one customer to purchase again.  Then expand that and if a retailer can get 10% of their cl ..read more
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