We all know that it costs more to acquire a new customer than to keep an existing one – yet many retailers and suppliers don't focus enough on customer retention to drive acquisition costs down.

During this week's On the Shelf podcast, Timothy bush of TLB Consulting speaks with Richard Shapiro, President and founder of The Center for Client Retention, and an expert on customer service. He's also the author of the recently published book "The Endangered Customer: 8 Steps to Guarantee Repeat Business," which I reviewed in a previous article.

Richard's a great guy and a fellow New Yorker, whom I've had the pleasure of grabbing a coffee with on several occasions, and is also a regular contributor of columns on ECRM's Content Gateway (see below for a list of his recent articles.)

The weekly On the Shelf podcast tackles important subjects crucial to mounting a successful sales campaign into Big Box Retail -- from time frames to packaging to pricing -- using simple steps, information and instruction. Presented by TLB Consulting, a concierge consulting company, led by Timothy bush, who has over 22 years of retail/wholesale expertise.

Click here to download the podcast.