Dedicated to Your Success
At The Center For Client Retention, we are passionate about helping businesses understand and retain their customers
We specialize in crafting tailored survey programs that uncover critical insights into customer experiences, preferences, and expectations. Our approach is personal, engaging customers in meaningful conversations to determine the drivers of loyalty and satisfaction. By acting on their real-time feedback, we pinpoint areas for improvement, revenue growth, and enhanced profitability, delivering tangible results for your business.
Richard R Shapiro
Founder and President
Richard R. Shapiro founded TCFCR in 1988 to provide customized research, training, and consulting to Fortune 1000 companies wanting to generate a higher percentage of repeat customers and increase market share from existing accounts.
Before founding TCFCR, Richard spent 18 years with ADP, 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 Richard’s tenure at ADP, sales rose from $40 million to more than $4 billion, making the company one of the most profitable global service enterprises.
Richard has authored two books, The Welcomer Edge: Unlocking the Secrets to Repeat Business and The Endangered Customer: 8 Steps to Guarantee Repeat Business.
Richard is an influential force in customer relationship management and a top-ranking customer care blogger. You can access his blog posts by clicking here. He has been interviewed by The New York Times, The Associated Press, The Wall Street Journal, The Boston Globe, Newsday, The Today Show, ABC World News Tonight, CBS News, and Fox Business News.
A former adjunct professor at the Fashion Institute of Technology in NYC, Richard is a member of The New York Strategic Forum, the Retail Marketing Society, and Fashion Group International, and heads the Customer Experience Meet-Up for Manhattan and the Greater Miami/Fort Lauderdale areas. He sat on the corporate advisory board for Comunilife, Inc.’s Life is Precious™ program supporting social services for at-risk Latina teenagers and served as Chair of the organization’s annual fundraising breakfast.
Richard has spoken at the Society of Consumer Affairs Professionals (SOCAP), the International Quality In Service Conference in Karlstad, Sweden, the 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 in New York City.
Richard is the author of two books, The Welcomer Edge: Unlocking the Secrets to Repeat Business and The Endangered Customer: 8 Steps to Guarantee Repeat Business.
Richard specializes in providing comprehensive solutions for enhancing customer satisfaction through tailored surveys. Whether you need a customer satisfaction survey, a customer service survey, or assistance with survey design consulting and survey analysis, we've got you covered. Our team is dedicated to ensuring that your surveys are expertly crafted to gather the insights you need to drive improvements and enhance your customer experience.
Richard's Mini Wisdom Bits
Richard shares his 9-part video series on how to make survey research more valuable.