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The Daniel Group Blog

4 Common Mistakes When Doing “In-House” Client Surveys

August 21, 2014 Posted by The Daniel Group in : Service Improvement, Understanding Your Customer , add a comment

Every company longs to create more loyal customer and increase word of mouth referrals. If you want to increase your performance in these areas, you need to first find a way to measure your performance and then act on it. To get the measurement you need feedback from clients.  Enter Voice-of-the-Customer surveys or VoC surveys. [...]

6 Product Design Questions Every B2B Customer Experience Manager Should Be Able To Answer

August 15, 2014 Posted by The Daniel Group in : Service Improvement, Understanding Your Customer , add a comment

A few weeks ago, I was reading through several thousand voice-of-the-customer (VoC) comments we’d gathered for a client1 when I was stopped in my tracks by a quote.  The customer told us that while he preferred a competitor’s product, he’d purchased our client’s product instead because he preferred the experience he’d had with our client’s [...]

True Grit: From Prime Ministers to Ball Boys

July 31, 2014 Posted by The Daniel Group in : Uncategorized , add a comment

Last week I wrote about Professor Duckworth’s research on grit and its importance to success (True Grit: What does it take to be Successful).  Grit, in her definition, has two components.  One is an almost single-minded focus on achieving your objectives.  It is not done with simply a desire to getting things done but, rather, [...]

True Grit: What Does It Take to be Successful

July 24, 2014 Posted by The Daniel Group in : Employee Engagement , add a comment

This topic may seem a little unusual for me to be blogging about.  Perhaps it is but we are increasingly looking at the connection between how engaged employees are and how this impacts the quality of service an organization delivers and, ultimately, its financial success.  I personally think that those people who feel successful at [...]

Innovation and the Lowly Pallet

July 17, 2014 Posted by The Daniel Group in : General , add a comment

When the word “innovation” is mentioned we often think of the “big” innovations, such as the transistor, MRI, email and smartphones.  However, beneath the headlines heralding these great breakthroughs lies the reality that innovation is happening all the time in every industry.  Indeed, companies that have stayed successful over the years seem to place a [...]

Part 3. Engaging Your Employees = Working on Your Company’s Engine

July 11, 2014 Posted by The Daniel Group in : Employee Engagement , add a comment

This week, I’ll cover the last in a series of three posts related to the connection between customer satisfaction and employee engagement. As we discussed in Part 2, a growing body of research suggests that engaged employees can boost customer satisfaction and contribute to better business performance. The next obvious question, then, and the subject [...]

Happy Fourth of July from The Daniel Group

July 3, 2014 Posted by The Daniel Group in : General , add a comment

Happy Fourth of July from everyone here at The Daniel Group! I know I am a bit early but since everyone is on or starting vacation in the next day or so I thought I might as well be. We often like to talk about experiences that we have had and I find that I [...]

Part 2: Stronger than Advil®: The Effect of Employee Engagement on Customer Satisfaction

June 19, 2014 Posted by The Daniel Group in : Employee Engagement , add a comment

Last week, I began a three-part blog series about the connection between customer satisfaction and employee engagement by comparing two memorable travel experiences.  As you may recall, one of my experiences was excellent and began with a smile from the company representative and the other left much room for improvement and began with a sigh. [...]

Part I: A Smile or a Sigh? Employee Engagement from a Customer’s Perspective

June 13, 2014 Posted by The Daniel Group in : Employee Engagement, Service Improvement, Understanding Your Customer , 2comments

My name is Doug Fowler and I am the new Chief Operating Officer at The Daniel Group.  I am honored to join a company with such an uncommonly high level of commitment to serving both its clients and employees.  I hope that my passion for serving customers and teammates and my experience in a variety [...]

Emotional Construction with Your Customers

May 29, 2014 Posted by The Daniel Group in : Service Improvement, Understanding Your Customer , add a comment

I serve on the Board of Directors of a commercial construction company.  At our last meeting, we had a discussion about the increasing competitiveness of the industry and what strategies might be appropriate to further differentiate the company.  Management was talking about the increasing trend where a commercial construction company is viewed as a commodity.  [...]

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