TCFCR Backgrounder


The Center For Client Retention (TCFCR) was founded by Richard R. Shapiro in 1988 and provides customized research, training and consulting.  TCFCR deep dives into a company’s procedures, practices and communications determining strengths and weaknesses to create an exceptional customer experience, nurture loyalty and increase customer retention. TCFCR designs and conducts research, employee engagement surveys, mystery shopper (calls, emails, chats), competitive landscape benchmarking studies, and repeat business boot camps for companies to increase their percentage of repeat customers.

Richard’s new book, The Endangered Customer: 8 Steps to Guarantee Repeat Business, released on February 1, 2016, is based on research compiled during its 28-year history partnering with Fortune 500 corporations and small companies. The Repeat Business Risk Assessment (RBRA) measures the customer experience evaluating a company’s policies, technology and communication materials using the eight steps. This comprehensive program in combination with TCFCR’s Repeat Business Scorecard (RBS) enables any business entity to assess their at-risk retention factor with customers.

Competition is fierce between the global economy, connectivity, start-ups and third party sellers. The cost to acquire new customers is, as always, high and social media has impacted consumer shopping patterns, acquisition of customers and how companies conduct business.  TCFCR’s consulting and training can dramatically reduce any company’s vulnerability to lost customers and help restructure corporate cultures to improve customer retention and create a unique, personalized customer experience for every buying channel in any industry.