Testimonials From Recent Speaking Engagements

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 and corporate events.  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.

Testimonials From Recent Speaking Engagements:

  • Interactions Webinar – January 24, 2018
    • Topic – Beyond the Chatbot
    • Testimonial:  “Richard and The Center For Client Retention co-hosted a webinar with us that served as a strong thought leadership piece. Richard’s breadth of knowledge in the customer experience industry and ability to relate his subject matter expertise to emerging technologies is unparalleled. We’re looking forward to our continued partnership.” – Dan Fox, Senior Field Marketing Manager
  • International Premium Cigar & Pipe Association – July 10, 2017
    • Topic – How to Turn New Customer into Repeat Consumers
    • Testimonial: “Richard, thank you so much! You did a great job! Our members were engaged and learned so much from your talk. The only problem is how to match the enthusiasm received for our conference in 2018.”  – Greg Vickers, Retailer Member Services Manager
  • Accessories Council Summit Panel Discussion – November 15, 2017
    • Topic: Sizing, Seizing, Reordering The Shopping Experience Norm
    • Testimonial: “Richard, I had so many compliments about your panel discussion. I know you put in a great deal of time interviewing the panelists in advance, which of course contributed to the flow of the discussion. The three panelists we selected for this session each had a diverse background and business, but you were able to uncover common, underlying themes.  Thank you for a wonderful evening.” – Karen Giberson, President, Accessories Council
  • Pembroke Pines/Miramar Chamber Annual Installation Luncheon – June 29, 2017
    • Topic: Client Retention
    • Testimonial: “Richard, your talk totally exceeded our expectations. I had never heard you speak before, but knew of your excellent reputation. Your presentation was definitely the highlight of the luncheon program and helped our members to learn how they could do a more effective job of creating and building relationships with their clients, prospects, fellow members and even family and friends too.” – Henry Rose, Chair of the Board of Directors, Miramar Pembroke Pines Regional Chamber of Commerce
  • Retail Innovation Conference – May 9, 2017
    • Topic: Turning New Customers into Repeat Customers
    • Testimonial: “Your breakout session was well received and attended, especially a late afternoon program. I heard great feedback on your practical aspects and tips for generating repeat business. Thanks, too, for handing out your books as give-a-ways; you helped to make our conference a success.” – Debbie Hauss, Editor-in-Chief, Retail Touchpoints
  • Accessories Magazine – May 8, 2017
    • Topic: Panel Discussion
    • Testimonial: “Thank you to my amazing panelists. You guys did a great job and the audience was totally engaged. Richard, thanks for allowing us to structure the panel discussion around the eight steps in your wonderful book, The Endangered Customer: Eight Steps to Guarantee Repeat Business.” – Lauren Parker, Editor-in-Chief, Content Channel Director
  • Accessories Council – April 18, 2017
    • Topic: How to Turn New Customers into Repeat Customers
    • Testimonial: “The Accessories Council was thrilled to have Richard Shapiro educate our members on customer retention.  Both large and small retailers found value in hearing about his experience and real world examples.  Richard’s eight steps will be incorporated into how we do business.” – Jessica Chang-Russell, Events Manager
  • IESE Business School – April 3, 2017
    • Topic: Exclusive Interview With Richard Shapiro by Professor Josep Valor
    • Testimonial: “The IESE Business School periodically invites thought-leaders to be interviewed by our distinguished faculty. The event highlighting Richard was well attended, extremely well received and contributed to our goal of providing ongoing continuing thought leadership to our International Business School.” – Nina Lagdemeo, Executive Director, Continuing Education Programming
  • Decoration & Design Building – March 21, 2017
    • Topic: Turning New Clients Into Repeat Customers
    • Testimonial: “As a benefit to our tenants, we asked Richard Shapiro to hold a breakfast seminar that would provide tips to help create and build stronger customer relationships. The audience was engaged in the conversation and learned a great deal. I continue to hear positive comments months after the presentation was delivered.” – Alyssa Abrams, Marketing Manager
  • North Miami Chamber of Commerce Keynote Luncheon Speaker – February 22, 2017
    • Topic: How to Keep Your Best Customers
    • Testimonial: “Richard Shapiro, who was our guest speaker, inspired us to do a better job of increasing market share from our existing clients and customers. The positive audience feedback was instantaneous.  We plan on bringing Richard back in the spring to facilitate our Board of Director’s Retreat.” – Keith Hall, Chairman of the Board of Directors, The Greater North Miami Chamber of Commerce
  • National Retail Federation’s Big Show – January 15, 2017
    • Topic: How to Turn New Customers into Repeat Customers
    • Testimonial: “I have been in charge of the Small Business Track for the National Retail Federation for over fifteen years and Richard’s opening session was a knockout. I have never seen over 800 people so fixated on a keynote message. The audience was tweeting his slides during the presentation.” – Mac McDonald, Communication Chair, Small Business Track
  • 2017 Customer Experience & Retail Trends – January 4, 2017
    • Topic: Customer Experience & Retail Trends & Hispanic Twist
    • Testimonial: “The entire room enjoyed the program. The engagement was strong and the attendees connected to you as a person, not only as a speaker.” – Neal Topf, President, Callzilla
  • Interactive Intelligence User’s Conference – June 7, 2016
    • Topic: The Endangered Customer: Eight Steps to Guarantee Repeat Business
    • Testimonial: “Richard presented at our 2015 Users Conference and many of the attendees asked us to bring Richard back for our 2016 Show.  The audience enjoyed Richard’s presentation; his humor and tips for improving the customer experience for our contact center clients resonated once again.” – Amy DiPaola, Director, Global Experiential Event Marketing
  • CRM Evolution – May 24, 2016
    • Topic: The Endangered Customer: Eight Steps to Guarantee Repeat Business
    • Testimonial: “This is the second time that Richard Shapiro has been a keynote speaker at the CRM Evolution. Our feedback from attendees is that they want to hear speakers who provide actionable insights.  That is why we invited Richard again – he gives the audience workable tips that are easy to implement.” – David Myron, Editor CRM Magazine, CRM Evolution Conference Director
  • Books & Books – May 17, 2016
    • Topic: The Endangered Customer: Eight Steps to Guarantee Repeat Business
    • Testimonial: “I thoroughly enjoyed the presentation and the opportunity to speak with you after the program. I will be sure to read your book and hope to not only implement some of your strategies but also share the book with our members.” – Marina S. Foglia, Executive Director, Business Improvement District of Coral Gables
  • Tower Club – April 27, 2016
    • Topic: The Endangered Customer: Eight Steps to Guarantee Repeat Business for Entrepreneurs
    • Testimonial: “I had the pleasure to book Richard Shapiro as our keynote speaker for the April Tower Club Business Group meeting. An at capacity room enjoyed hearing Richard speak about how to keep your loyal customers. Richard broke his speech down into eight sections, following along the chapters of his book,  The Endangered Customer: 8 Steps to Guarantee Repeat Business. His easy to follow presentation, along with his outstanding stories, were a hit to all of those in attendance.Richard has the amazing capacity to highlight the obvious – yet put it in a context that is easy to remember. The bottom-line walk-away: more business with more profit. I highly recommend you consider Richard Shapiro for your next presentation.” – Mark Budwig, President, S.MARK Graphics, Vice Chair, Tower Club, Fort Lauderdale
  • American Marketing Association – April 28, 2016
    • Topic: The Endangered Customer: Eight Steps to Guarantee Repeat Business for Marketers
    • Testimonial: “The South Florida chapter of the American Marketing Association thanks Richard for a thought provoking discussion around customer satisfaction and retention. Our members and guests were able to leave with practical ideas and several professional challenges around ensuring their organizations realize a greater share of wallet with a focus on lifetime customer value. We appreciate Richard’s insight as well as his energy, passion and conviction around the need to foster sincere and meaningful relationships.” – Lewis Greenberg, Director of Marketing, Daszkal Bolton LLP
  • The Village at Gulfstream Park – April 26, 2016
    • Topic: The Endangered Customer: Eight Steps to Guarantee Repeat Business
    • Testimonial: “Thanks for sharing your experiences and expertise with us yesterday. The talk was inspiring! Our tenants found great value in the information; I heard positive feedback about how they will use your suggestions to help insure repeat customers for the shops and restaurants in our park.” – Corin Angel, Marketing Manager
  • Massachusetts College of Liberal Arts: Strategy/Capstone Class – April 16, 2016
    • Topic: The Endangered Customer: Eight Steps to Guarantee Repeat Business for Entrepreneurs
    • Testimonial: “Thank you for sharing your invaluable expertise with the students in my graduate level Strategic Management course at Massachusetts College of Liberal Arts yesterday.   Your personal experiences clearly exemplified the concepts of customer service and retention in a meaningful way.  And the advice you gave applies equally to consumers, business customers and not-for-profits.  My students were very engaged in your talk and the discussion which followed.  They appreciated the opportunity to witness your excellent presentation style, which they can model in preparing for their upcoming capstone project presentations.” – Margery Steinberg, Visiting Professor, Massachusetts College of Liberal Arts
  • OrthoNow Franchise Convention – March 8, 2016
    • Topic: The Endangered Customer: Eight Steps to Guarantee Repeat Business
    • Testimonial: “Our current and prospective franchise owners, as well as our internal associates, were so impressed with your presentation.  The eight steps apply to any organization.  We have re-engineered our service protocol for our patients to incorporate your eight step model. Thanks for closing our program with a bang!”  Dr. Alejandro Badia, Founder OrthoNow, Chief Medical Officer
  • Aventura & Sunny Isles Beach Chamber of Commerce – March 2, 2016
    • Topic: The Endangered Customer
    • Testimonial:  “Richard Shapiro’s breakfast program was a sell-out. Our chamber members thoroughly enjoyed Richard’s talk. They found tremendous value in Richard sharing his experiences at ADP and the concepts in his newest book, The Endangered Customer: Eight Steps to Guarantee Repeat Business. His ability to connect with members from various industries was amazing. His program will be considered the benchmark for attendance, content and audience participation.” – Jon Rogoff, Director of Marketing
  • Right Associates – February 17, 2016
    • Topic: Executive Roundtable
    • Testimonial: “It was a pleasure to have you join us today for our Executive Roundtable event. We all found your presentation enlightening and relevant.” – Deborah Shelton, Executive Consultant, Right Management
  • Aventura Marketing Council – January 7, 2016
    • Topic: The Endangered Customer
    • Testimonial: “I want to thank you for taking the time to share your expertise with us this morning. There were so many great comments about your presentation!  You have a unique way of intertwining your personal experiences with your business expertise, which ensures an audience eager to hear the ‘next story’. Your story about your favorite waiter who developed a close relationship with you and your wife was a great example for our members. Although we all know about the importance of good customer service, your presentation will cause us to look more carefully at how we can improve our relationship with our customers…and everybody wins on that one.  There is no doubt you left an imprint with our members fortunate enough to attend the meeting….all the best with your new book!” – Elaine Adler, President, Aventura Marketing Council
  • SOCAP Elements of Effective Engagement Webinar – December 16, 2015
    • Topic: The Endangered Customer
    • Testimonial:  “Thank you so much for taking the time out of your busy schedule to present in this session.   You presented some really great information that our attendees will be able to use and implement.   We really appreciate you sharing your professional expertise.” – Diana Tung, Coordinator, Content & Online Learning, SOCAP
  • The Conference Board – December 9, 2015
    • Topic: Panel Discussion, The Wheat from the Chaff: Separating What Insights Are Game-Changing – And What Aren’t
    • Testimonial: “On behalf of The Conference Board — and myself — I wanted to take a moment to say thank you for moderating last week at the Customer Insights Seminar, and going the extra mile in prepping with your panelists. I think attendees learned quite a lot from the session, and it was all very memorable, from Remy’s redesign of its bottle to the beauties of the Lovesac couch! We should receive official feedback on sessions and speakers soon. If you are interested in your individual scores or comments, let us know.  Once again, we are thrilled you could participate. Thank you for your help in making the event a great one and hope to see you at a future Conference Board event soon.” – Cathy Taylor, Program Director, The Conference Board’s Customer Insights Seminar
  • SOCAP Annual Conference – October, 19, 2015
    • Topic: The Endangered Customer
    • Testimonial: “I recently attended the SOCAP Conference in Hollywood, FL. One session I found very meaningful was the “The Endangered Customer, 8 Steps to Guarantee Repeat Business” presented by Richard Shapiro and Chip Horner. I was truly impressed with the collaborative presentation that was both informative and impactful. I learned the element of surprise and “hope” can truly engage your clients and increase loyalty and future client retention. Thank you for the insightful presentation. I am excited to utilize the information in my current role.” Michelle Sedlick, Senior Manager, Corporate Client Contact, Ann, Inc.
  • SOCAP Chicago Chapter – September 17, 2015
    • Topic: The Endangered Customer
    • Testimonial:“It was great to see you again, and thank you for making the trip to visit with us – I heard a lot of great feedback about your presentation.  On point, and great conversation about The Endangered Customer.”  Stephen Sedlak, Director – Customer Relations, Orbitz
  • CRM Evolution – August 18, 2015
    • Topic:  What Every Customer Wants
    • Testimonial:  “I loved your presentation. I think the Customer Experience Conference should have you deliver a keynote on your new book in 2016.”- Rodrigo Alberto Gomes, VP Operations, CETIP
  • SAP Video Interview – August 18, 2015
    • Topic:  Enterprise Collaboration
    • Testimonial:  “I’m writing to thank you very much for attending our influencer program at CRM Evolution. I hope you received as much benefit as we did by your participation. You did a great job on the video despite the late hour of the day.” – Malcolm Kimberlin, Head, CEC Business Influencer Relations
    • Video Clip
  •  Luxury Marketing Council – August 12, 2015
    • Topic:  The Endangered Customer
    • Testimonial:  “Everything you covered yesterday was brilliant because all is based on proven fundamentals. In business or anything else, fundamentals always rule.” – Mike Berman, Founder & President, Berman Means Business
  • Customer Experience Meet-up – June 23, 2015
    • Topic:  The Endangered Customer
    • Testimonial:  “The audience really enjoyed your presentation on The Welcomer Edge and your new book, The Endangered Customer. Your story about working for your dad as a teenager definitely got the attention of the group and set the stage for your dad’s motto of seeing the customer as a person first, customer second.” – Dana Farbo, Director, SparksGrove
  • Interactions Conference – June 10, 2015
    • Topic:  What Every Customer Wants
    • Testimonial:  “I enjoyed your presentation the most during my time at Interactions. It was well thought out and you walked through your information with skill.  I was actually there to review Interactive as a product for our company but took the information you provided and shared with my teams to help them think a little more outside the box.” – Alicia C Perry, Director, ICare Site Operations, Infinity Insurance Company
    • Video Clip
  • Luxury Marketing Video Interview – June 4, 2015
    • Topic:  What Every Customer Wants
    • Testimonial:  “Richard, your interview with Greg was amazing. Our members will definitely benefit from learning about your comprehensive background in how companies can do a better job of building customer relationships to secure repeat business” –  Josh Strainic, Luxury Marketing Council, New Business Manager
  • New Jersey Institute of Technology Enterprise Lab – May 19, 2015
    • Topic:  How to Build Customer Relationships
    • Testimonial:  “We thank you for leading yesterday’s workshop and bringing your expertise to our network. It was great to see the attendees take an interest in each other’s work and organically brainstorm customer questions. It got me thinking that we should do more “group work” with our portfolio companies.” – Stephanie Macais-Arlington, Manager, of Marketing & Events, NJIT Enterprise Development Center
  • Sikorski’s Think Abouts; WebTV Show – May 4, 2015
    • Topic: Customer Retention with Richard Shapiro
    • Testimonial:  “Richard, your interview was so informative to our audience. By sharing the differences between customer satisfaction vs. customer retention and the 8 components of customer experience your provided great advice for all of us particularly – relationships must be created and cultivated.” –  Laura Sikorski, Sikorski’s Think Abouts
  • Colgate-Palmolive – March 31, 2015
    • Topic:  Consumer Affairs of the Future
    • Testimonial:  “Thank you so much for participating on our panel discussion on Consumer Affairs of the Future. I think everyone had their eyes opened wider as a result of the discussion and your specific comments about what’s coming next.” – Chip Horner, Worldwide Director, Global Consumer Affairs, The Colgate Palmolive Company
  • Interactive Intelligence NorthEast User’s Conference – November 19, 2014
    • Topic:  What Every Customer Wants
    • Testimonial:  “Your talk inspired me to step back from the project work for a minute and refocus some folks on adjusting our interactions with our customers – we can always do a better job.” – Mike Rosen, Contact Center Product Owner, Global Service Operations, Global Customer Service, Philips
  • MarketSmart – October 1, 2014
    • Webinar: Cracking the Code for Donor Retention
    • Testimonial:  “Donors are people first, something that is far too easy to forget. And I believe that treating them as people first is critical to retaining their support,” says Richard Shapiro, Founder and President of The Center For Client Retention, an organization that provides research, training and consulting services to Fortune 500 companies on how to improve the customer experience and increase loyalty. “Charities also need to understand that donor satisfaction is not the same thing as donor retention,” Shapiro goes on to observe. “Donors can be completely satisfied with your organization and their interactions with it, but that doesn’t mean they will give again. I believe the gap between satisfying a donor and being able to retain them is filled through the creation of a more authentically personalized relationship with them.” – Nicole Nakoneshny, Vice President, Ketchum Canada and Editor of Philanthropic Trends Quarterly (from October 29, 2014 excerpt from member newsletter)