Richard R. Shapiro
AUTHOR

Richard R. Shapiro

Richard R. Shapiro founded The Center For Client Retention (TCFCR) in 1988 to provide customized research, training and consulting for Fortune 500 companies to generate a higher percentage of repeat customers.

Before founding TCFCR, Richard was with ADP for fourteen years as Vice President of Customer Satisfaction and Client Retention. He created and managed the National Account Program and was General Manager of the company's largest region. During his tenure at ADP, sales rose from 40 million dollars to more than 4 billion, making the company one of the most profitable global service enterprises.

Widely respected for his expertise and considered a thought leader in the areas of the brand loyalty research, the customer journey and retention, Richard has spoken at numerous conferences including the Society of Consumer Affairs Professionals (SOCAP), the International Quality In Service Conference in Karlstad, Sweden, DIA Medical Information Symposium, the American Management Association, the American Marketing Association, the American Society of Quality Control, Emory University's Center For Relationship Symposium, Customer Experience Summit, the Global Contact Center Forum in Mexico City and the National Retail Federation's Big Show at the Javits Center in New York City.

As an influential force in customer relationship management and top ranking customer experience blogger, Richard has been interviewed by The New York Times, The Associated Press, The Wall Street Journal, Boston Globe, Newsday, The Today Show, ABC World News Tonight, CBS news and Fox Business News as an authority in his field.

Richard is a member of the Luxury Marketing Council, Retail Marketing Society, Fashion Group International, New York City Health Business Leaders and heads the Customer Experience Meet-Up Manhattan.

Richard is on the Corporate Advisory Board for Comunilife, Inc.'s Life is Precious™ program that supports social services for at-risk Latina teenagers. He is the Chair of the organization's annual fundraising breakfast.

He is the author of The Welcomer Edge: Unlocking the Secrets to Repeat Business, published in 2013. His new book, The Endangered Customer: 8 Steps to Guarantee Repeat Business, was released in February 2016.

Richard holds a BA degree in Marketing from the University of Bridgeport and a MBA from Fairleigh Dickinson University.

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Best Sellers

    • The Endangered Customer

    • 8 Steps to Guarantee Repeat Business
    • By: Richard R. Shapiro
    • Narrated by: Scott Brick
    • Length: 4 hrs and 31 mins
    • Unabridged
    • Overall
      4.5 out of 5 stars 3
    • Performance
      5 out of 5 stars 2
    • Story
      5 out of 5 stars 2

    In The Endangered Customer, Richard Shapiro presents a proven strategy to create loyalty in the age of the empowered consumer. He shows why a "people first" approach is more important than ever....

    • 5 out of 5 stars
    • Excellent review of ways to retain your customers.

    • By Anne Miner Wain on 05-10-17

    Regular price: $14.95

    • The Welcomer Edge

    • Unlocking the Secrets to Repeat Business
    • By: Richard R. Shapiro
    • Narrated by: Scott Brick
    • Length: 5 hrs and 14 mins
    • Unabridged
    • Overall
      4 out of 5 stars 13
    • Performance
      4 out of 5 stars 13
    • Story
      4 out of 5 stars 13

    The Welcomer Edge provides practical recommendations and strategies so that any company - regardless of industry or size - can maximize the quality of its customer service....

    • 2 out of 5 stars
    • A little pompous

    • By Daniel Brilliant on 07-02-12

    Regular price: $17.99

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