The Endangered Customer Audiobook By Richard R. Shapiro cover art

The Endangered Customer

8 Steps to Guarantee Repeat Business

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The Endangered Customer

By: Richard R. Shapiro
Narrated by: Scott Brick
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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 mindset 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. Listen to it to ensure the survival of your customers.

©2016 Richard R. Shapiro (P)2017 Richard R. Shapiro Customer Service Management Management & Leadership Marketing Marketing & Sales Business Leadership
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Shapiro demonstrates customer service methods, and their impact, through personal stories everyone can relate to!

Excellent review of ways to retain your customers.

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Certainly a good book. Focuses on retaining customers not clients as I thought.

It’s based on real life experience so it’s always a plus but on a parts it seems boring

It was good but on the parts boring

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Richard Shapiro brings it home by presenting the threats of the mobile-enabled society and how we can embrace it while preserving a personal touch in our interactions with our customers. Recommended reading for anyone in Sales, Customer Service and Product Development (so you can gain awareness on the consequences of your over-automation).

Refocus on Customer Delight

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