At the end of the day, customers want to interact with someone who has institutional knowledge but also someone who makes them feel comfortable and instills trust.
As part of my series about the five things a business should do to create a Wow! customer experience, I had the pleasure of interviewing Leroy Farrell.
Leroy is Vice President and General Manager of the Engineering Services & Solutions Sub-Group of Canon U.S.A.’s Business Information Communications Group. He is responsible for overseeing strategic direction and ensuring that the group continues to increase customer support value, meets future service transitions, supports revenue and market share growth and aligns its mission and objectives with Canon Americas. Mr. Farrell led the establishment of the Customer Solutions Center in 2017 and continues to ensure industry-leading customer experience with all BICG Canon device and software solutions. The award-winning Customer Solutions Center fosters collaboration with technical support, engineering, and development teams working together within one location to employ cutting-edge technologies that deliver outstanding service and support.