As a senior director and executive advisor for CEB, Rick’s intense passion for communications and customer relations is only rivalled by his love of college basketball. When his alma mater Syracuse University isn’t playing, Rick’s attention is focused on helping executives unlock the extraordinary potential of communication to solve business problems and contribute to the bottom line.
Drawing on more than 20 years of experience, Rick tackles these challenges in addition to offering solutions in key topic areas including how to effectively manage social media, building communications strategies to drive measurable business results, enhancing the customer experience while continuing to reduce operating costs and boosting customer loyalty in an increasingly competitive marketplace.
Rick is the co-author of The Effortless Experience: Conquering the New Battleground for Customer Loyalty (Penguin USA, 2013). He is also a frequent contributor on sales and customer services topics on CEB’s marketing and communications and sales and customer service blogs, and as keynote speaker at events such as the Net Promoter Customer Experience Conference and the ICMI Contact Center Expo & Conference.
Prior to his work with CEB, Rick spent more than two decades working as a journalist and in the airline and tourism industries, specializing in customer communication and public relations strategies. He holds a bachelor’s degree in communications from the S.I. Newhouse School of Public Communication at Syracuse University. A native of Long Island, Rick resides with his family in Ashburn, Va.