THE TEAM
Meet Todd Lapidus
“Structure tends to shape behavior, and structure tends to win.”
Underlying Todd’s distinguished international career in service innovation and process improvement is his deep-seated belief that the structure and processes governing employees—at all levels of the corporate ladder—hold the key to maximizing productivity, profitability, and customer retention. With his quick wit, contagious energy, and commonsense approach, Todd has spent 28 years successfully translating this insight into innovative product improvements for clients on four continents.
As a co-founder in 1979 of Richey International, one of the world's largest customer service support firms, Todd was the first to develop methods for setting objective and concrete customer service measures. His innovative tools and practices for improving customer service operations and management structure are proven to close the gap between a company’s brand promise and its customer experience. Global corporations, such as Accenture, Acura, Four Seasons Hotels & Resorts, Hilton, IGT, Mandarin Oriental, and VIZZION-Europe, employ the services of C³.
Recognized as a leader on the cutting edge of his field, Todd has been featured in articles published in Peter Drucker's Leader to Leader and Tom Peter's On Achieving Excellence, as well as in The New York Times, London Times, Business Week, and European Hotelier.
Todd specializes in assisting companies whose brands demand global consistency to balance this need with the desire to retain decentralized primacy in decision-making to serve local markets. He is a creative thinker who generates possibilities beyond the immediately obvious and solutions beyond the status quo.