Customer Retention at Its Best

Customer Retention at Its Best

Last weekend my wife and I had tickets to Cabaret, starring Alan Cummings, most recently popular in The Good Wife, and Michelle Williams, another well- known motion picture actor.  We both were eagerly looking forward to the performance, humming the tunes in our heads all week.  Unfortunately, we didn’t get to see that show, but instead watched a perfect performance on how to get repeat business. Per our usual MO, we arrived early.  Not really planning to have lunch but because we had time on our hands, we decided to … [Read More...]

The Motion PIcture Industry Doesn't Understand Customer  Experience

The Motion Picture Industry Doesn’t Understand Customer Experience

On the front page of the Marketplace section of The Wall Street Journal just a few days ago was an article titled: Fewer Americans Go to the Movies.  The primary focus of the piece was that although revenues reported by the Motion Picture Industry were up, attendance was down.  The reason quoted was the continual rising price of a ticket. The Association is lobbying for lower ticket prices.  Hollywood wants people to go to the movies, see newly released films on the big screen, and not wait until they can be streamed to … [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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