As a systems integrator that designs and implements technology solutions tailored for company’s long-term needs, SPS is proud to sponsor 

PROFESSIONAL ASSOCIATION FOR CUSTOMER ENGAGEMENT

for the upcoming

Featured Speaker: Richard Shapiro

Founder and President of The Center for Client Retention

In his new book,THE WELCOMER EDGE: Unlocking the Secrets to Repeat Business, customer relationship management expert, Richard R. Shapiro details how businesses can improve their customer service – and boost their profits.

Richard will share the secrets of making the first time customer into a repeat patron. Those who can incorporate a personal touch in salesmanship and customer service and use it to their advantage will see their business improve.

Participants will gain comprehensive insights into the:

• Common traits of a Welcomer
• Difference between delivering superior customer service and generating repeat patrons
• Tools used to train robotic-acting frontline associates to be more welcoming and make customers feel important, valued and their business appreciated
• Three ingredients needed in every interaction: the Greet, the Assist and the Leave Behind

  Speaker: Tadd Gruenewald

Sales Director at Strategic Products and Services 

Tadd will share how a customer and the Contact Center interact and the optimization of their Contact Center experience.

ABOUT: Richard 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.  Before founding TCFCR, Shapiro was with ADP for eighteen years.  In his last role, he was Vice President of Customer Satisfaction and Client Retention.  Widely respected for his expertise, Shapiro has been a speaker at numerous Society of Consumer Affairs Professionals  (SOCAP) and pharmaceutical industry conferences.  He was a keynote speaker at the International Quality In Service Conference in Karlstad, Sweden, and has addressed the American Management Association, the American Marketing Association, the American Society of Quality Control, and Emory University’s Center For Relationship Symposium.  As an influential force within the customer relationship market research industry, Shapiro has been interviewed by The New York Times, the Associated Press, The Wall Street Journal, the Boston Globe, Newsday, The Today Show, ABC World News Tonight and CBS News as an industry expert.  He holds a Bachelor of Science degree in Marketing from the University of Bridgeport.  His first book is The Welcomer Edge: Unlocking the Secrets to Repeat Business.