Richard R. Shapiro is Founder and President of The Center For Client Retention (TCFCR) and a leading authority in the areas of customer experience, brand loyalty, and customer retention.  For over 25 years, Richard has spearheaded research conducted with millions of customers from Fortune 1000 companies, compiling the ingredients of customer loyalty and what drives repeat business.  He authored two best-selling books: The Welcomer Edge: Unlocking the Secrets to Repeat Business and The Endangered Customer: Eight Steps to Guarantee Repeat Business.