Who We Are
Richard R. Shapiro and TCFCR have been helping clients achieve their workforce engagement and customer retention goals for more than 30 years, with services that include survey development, data analysis, and consulting. TCFCR’s survey programs--geared to small and midsized businesses, contact centers, and delivery/installation departments--utilize a range of channels and tools including social media, phone, email, in-person, chat, apps, and bots. TCFCR experts in the U.S. and Latin America are adept at customizing surveys in multiple languages for the firm’s diverse global clientele.
Founder and President,
The Center for Client Retention
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.
A widely respected expert on brand loyalty, customer retention, and the customer experience, Richard has spoken at 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 in New York City.
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 for several years served as Chair of the organization’s annual fundraising breakfast.
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's Mini Wisdom Bits
Richard shares his 9-part video series on how to make survey research more valuable.