THE TEAM
Todd Lapidus
Founder and President
“ The most important dynamic to engage with today is closing the gap between your brand promise and your customer experience. Your future depends upon it.”
• 30 years of experience in strategy, execution, executive leadership development and service innovation
• Deep experience in brand development, strategy formation, service culture, service innovation, leadership development, operations process improvement, and senior management development
• Functional expertise includes: Brand Operating Standards, Performance Measurement, Service Delivery and Alignment between brand messaging and customer experience
Underlying Todd’s distinguished international career in strategy, service innovation, vision, mission and brand architecture and process improvement is his deep-seated belief that the structure and processes governing employees—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 30 years successfully translating this insight into innovative 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 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.