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Published on Feb 9, 2016
Marilyn Suttle, bestselling author and relationship strengthening expert interviews Richard R. Shapiro, Founder and President of The Center For Client Retention (TCFCR) and a leading authority in the area of customer satisfaction and loyalty. For 27 years, Richard has spearheaded the research conducted with thousands of customers from Fortune 100 and 500 companies amassing the ingredients of customer loyalty and what drives repeat business. His first book was The Welcomer Edge: Unlocking the Secrets to Repeat Business and The Endangered Customer: 8 Steps to Guarantee Repeat Business. Get your copy on Amazon.com by clicking on this link; amzn.to/1PM9dXx