The Welcomer Edge: Unlocking the Secrets to Repeat Business - Softcover

Shapiro, Richard R

Softcover

ISBN 10: 0989037002 ISBN 13: 9780989037006

Publisher: Center for Client Retention, 2013

Synopsis

The Welcomer Edge is a business book that unlocks the secrets to repeat sales. Its principles are appropriate for all sales and service environments. It's about four distinct categories of service professionals -- the people that will make any customer service function or department a success. The author provides real life examples and anecdotes to help transform this concept into action. Welcomers are a rare breed of friendly and engaging people. Most importantly, they are innately intuitive, and understand that customers are people first. Identifying and recruiting welcomers is the key to a healthy consumer base. The book provides practical recommendations and strategies so that any company -- regardless of industry or size -- can maximize the quality of its customer service and the quantity of its loyal consumers. The book describes the four categories of frontline associates. Understanding that each category has definitive service personalities will help optimize your business at its most crucial moment: the encounter that brings two people together to make a purchase, subscribe to a service, provide praise, or raise a concern. The bottom line shows how sales and customer associates have a powerful impact on sales because they determine the outcome of the all-important first impression, and this translates into whether or not a company will achieve its most important goal: repeat business.

About this title

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.

Edition details

• Publisher: Center for Client Retention
• Publication date: 2013
• Language: English
• ISBN 10: 0989037002
• ISBN 13: 9780989037006
• Binding: Paperback
• Edition number: 2
• Number of pages: 220