About Richard R. Shapiro


Founder and President, The Center For Client Retention

Richard R. Shapiro is Founder and President of The Center For Client Retention (TCFCR) and a leading authority in the areas of customer experience, brand loyalty, and customer retention.  For over 25 years, Richard has spearheaded research conducted with millions of customers from Fortune 1000 companies, compiling the ingredients of customer loyalty and what drives repeat business.  He authored two best-selling books: The Welcomer Edge: Unlocking the Secrets to Repeat Business and The Endangered Customer: Eight Steps to Guarantee Repeat Business.

Below is an extended bio for Richard Shapiro:

Richard R. Shapiro founded The Center For Client Retention (TCFCR) in 1988 to provide customized research, training, and consulting to Fortune 1000 companies to help them generate a higher percentage of repeat customers and increase market share from existing accounts.

Before founding TCFCR, Richard was with ADP for eighteen years, including 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 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 customer experience, brand loyalty and customer 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, the 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 care blogger, Richard has been interviewed by The New York TimesThe Associated Press, The Wall Street Journal, The Boston Globe, Newsday, The Today Show, ABC World News Tonight, CBS News, and Fox Business News.

Richard is a member of The New York Strategic Forum, the Retail Marketing Society, Fashion Group International, and heads the Customer Experience Meet-Up for Manhattan and the Greater Miami/Fort Lauderdale Areas. He is was adjunct professor at the Fashion Institute of Technology in New York City.

Richard was on the Corporate Advisory Board for Comunilife, Inc.’s Life is Precious™ program that supports social services for at-risk Latina teenagers.  He was the Chair of the organization’s annual fundraising breakfast for over 5 years.

He is the author of two successful books: The Welcomer Edge: Unlocking the Secrets to Repeat Business, published in 2013, and The Endangered Customer: Eight steps to Guarantee Repeat Business, published in 2016.

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