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Customers do not like to feel frustrated. Frustration is a leading cause of customer attrition. I get very frustrated when I receive a “PLEASE DO NOT REPLY TO THIS EMAIL”. If you don't want me to respond, don't send it. Many times these auto-responses are initiated when a new customer logs on to your company’s site for the first time to register and set up their profile information. The receiver of the automated, do not reply message is a new customer and the first communication they get is impersonal and robotic.  What … [Read More...]

Missing From McDonald’s Hamburgers: Customer Loyalty

Missing From McDonald’s Hamburgers: Customer Loyalty

McDonald’s has been receiving a great deal of negative press for their financial performance after announcing their new turnaround plan. For the quarter that just ended June 30, the company’s profits sank 13 percent to $1.2 billion and revenues dropped 10 percent to $6.5 billion. That’s a big problem. Both the The New York Times and The Wall Street Journal recently ran articles: McDonald’s Earnings Falter Despite Turnaround Efforts and McDonald’s Initiatives Have Yet to Turn Tide. According to McDonald’s new CEO, Steve … [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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