Before founding TCFCR, Richard was with ADP for fourteen years 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 dollars 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 brand loyalty research, the customer journey and retention, Richard has spoken at numerous conferences including, the International Quality In Services Conference in Karlstad, Sweden, the American Management Association, the American Marketing Association, the American Society of Quality Control, Emory University’s Center For Relationship Symposium, Customer Experience Summit and the Global Contact Center Forum in Mexico City.
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.
Richard is on the Corporate Advisory Board for Comunilife, Inc.’s Life is Precious™ program that supports social services for at-risk Latina teenagers.
He is the author of The Welcomer Edge: Unlocking the Secrets to Repeat Business, published in 2013. His new book, The Endangered Customer: 8 Steps to Guarantee Repeat Business, was released in February 2016. Richard holds a BA degree in Marketing from the University of Bridgeport and a MBA from Fairleigh Dickinson University.