- Paperback: 220 pages
- Publisher: The Center For Client Retention; Revised edition (April 1, 2013)
- Language: English
- ISBN-10: 0989037002
- ISBN-13: 978-0989037006
- Product Dimensions: 6 x 0.5 x 9 inches
- Shipping Weight: 11.4 ounces (View shipping rates and policies)
- Average Customer Review: 18 customer reviews
- Amazon Best Sellers Rank: #2,411,219 in Books (See Top 100 in Books)
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The Welcomer Edge: Unlocking the Secrets to Repeat Business Revised Edition
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"Richard hit the nail on the head with this book!" - Frederic Fekkai
"This book provides an excellent roadmap for any company looking for an effective strategy to generate repeat business!" - Chip Conley
"This is the best book out there on how to turn first impressions into lasting relationships!" - Chip Bell
About the Author
RICHARD SHAPIRO is founder and President of The Center for Client Retention (TCFCR) and is a leading authority in the areas of customer satisfaction and loyalty. His firm develops and conducts satisfaction/loyalty studies using its state-of-the-art measurement instruments for Fortune 100 and 500 clients. Over the years, this research has gathered pertinent information from hundreds of thousands of customers to find out what factors make them repeat buyers. Mr. Shapiro has been interviewed as a customer service and retention expert by the the Wall Street Journal, ABC World Nightly News, CBS News, the Today Show, Newsday, the Boston Globe, the New York Times, Fox Business News, among other major media outlets. He lives in New York City.
ROBERT SPECTOR is the author of the bestselling The Nordstrom Way: The Inside Story of America's #1 Customer Service Company.
Top customer reviews
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A valuable book for any business owner, as customer service is always key to any business' success but it is also extremely helpful for those business owners that hire and train service personnel in the retail, hospitality, and any other industry where their employees must interact with the public on a regular basis.
- Welcomers draw new customers to a business and keep them by establishing a relationship with their clients.
- Robots go through the motions in their client interactions and do not create a personal connection.
- Indifferent employees overtly communicate a lack of caring to their customers; rarely saying ‘hello’ and ‘thank you.’
- Hostiles do not want to be at work and make this sentiment obvious to their customers.
Robert goes on to reveal how those who are not currently welcomers can work to develop the key mindsets and approaches to embody this approach; thereby increasing customer satisfaction and sales.
I like The Welcomers Edge for its highly insightful, example filled examination of the various degrees of one-on-one customer relationship management. I appreciate the detailed personality descriptions that enable managers to identify the approach type of their front-line employees as well as the prescription for developing individual’s welcomer abilities.
If I had one criticism of the book it would be that Richard uses too many examples; going a bit beyond what is needed to effectively make a point. But then again, can one really have too many examples?
The Welcomer Edge provides business leaders with the crucial insight needed to ensure they have the best client facing people, individuals who will convert and retain potential customers. For its actionable, example rich insights driving organizational goal achievement, The Welcomer Edge is a StrategyDriven recommended read.
All the Best,