Richard is the bestselling author of The Welcomer Edge & The Endangered Customer. He is the founder and President of The Center For Client Retention (TCFCR) and a leading authority of customer satisfaction. Formerly the Vice President of customer satisfaction ad client retention for ADP. He has been interviewed about his elevated customer satisfaction expertise by The New York Times, The Associated Press, The Wall Street Journal, Newsday, The Boston Globe, The Today Show, ABC World New Tonight, CBS News, as well as others.
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