6 Reasons To Pay Your Frontline Associates More

Kip Tindell, CEO of The Container Store, a home-organization retailer, says frontline associates should be paid more. Although Container Store sales and stock recently took a hit, he has no plan to change his employee compensation philosophy or policy, according to a Wall Street Journal article by Rachel Fentzeig. I think Mr. Kip Tendell’s credo regarding his employees is sensible; in fact what he espouses just makes good common sense. One Person is Worth Three: Kip says that a foundational principal of The … [Read More...]

Customer experience starts when the transaction is complete

The Customer Experience Continues After the Transaction is Complete

In order to develop true customer loyalty, the shopping experience must feel like more than just a transactional exchange. Gestures of appreciation are important to remind customers they are important. It is innate in human nature to be suspicious of someone who does not express interest in us after money has changed hands. Reaching out to express appreciation provides an opportunity for a true human connection. Pick any company customers say they “love.” You will find they make sure their customers know they matter. … [Read More...]

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About Richard

Richard R. Shapiro_10.26.11Richard R. 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. His first book is The Welcomer Edge: Unlocking the Secrets to Repeat Business. [Read More...]

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