Larry Galler's Articles in Customer-Service

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What's the "Experience" at Your Place? The CEO of a fast-growth, iconic, category-busting company asks execs to look inward and reassess changes in "customer experience." Are you looking inward to see whether the "customer experience" is eroding? Warm Fuzzies" or Real Service? “Service” is one of those wonderful, “Warm Fuzzy” words like “love” and “happiness.” They are easy to say and sound so good, but unless they are backed with real substance, they mean so little. The Right Answer is "Yes!" We were staying with friends while on a short vacation and naturally went on a buying excursion to give a “thank you” gift to our hosts. Please Don't Make Me Change Vendors Taking your long-term customers for granted and giving them less-than-wonderful-service is a slippery slope to customer defections, lower sales, and a business in decline. Focus on continuing to give your customers full attention, great service, and they won't defect. Learned While Almost Naked Proper communications instead of disregarding the concerns or needs of customers, clients, and patients, can improve retention and reduce customer defection. All it would have taken to keep me was a couple words of information. Does Your Car Know The Time? Companies that think first of customer needs or ways to add to the buying experience will create stronger bonds and retain their customers longer. It's even better if you can figure out how to do it at little or no cost.

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