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We provide innovative strategy, research, and customer retention services to business-to-business companies.

Measure, manage and improve customer service with our proven solutions – designed to accommodate your companies needs.

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The Daniel Group Blog

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.  [...]

What a Difference Attitude Makes!

May 22, 2014 Posted by The Daniel Group in : Uncategorized , add a comment

My wife and I like to travel by RV when possible.  It is a great way to see the US and Canada as well as visit clients. Our RV is an Airstream Interstate.  It is a great vehicle but a bit small for extended trips.  We have begun tentatively exploring other options.  We are looking [...]

Material Handling Conference Recap

May 16, 2014 Posted by The Daniel Group in : General , add a comment

Last week Lynn and I attended the 2014 MHEDA Conference in Orlando, Florida.  For everyone who doesn’t know MHEDA stands for Material Handling Equipment Distributors Association.  Many of our material handling clients are members of the association and we always like to attend a couple of their events a year. This years’ conference was in [...]

Competition in Customer Service

April 24, 2014 Posted by The Daniel Group in : Uncategorized , add a comment

Every year at our client conference we give out awards.  They focus on the best in divisions, the best overall, the most improvement from the previous year, and a smattering of goofy ones that make our clients laugh.  But we were missing something, the ability for our clients to tell their customers about their improvements. [...]

Effective Communication Leads to Great Customer Experience

April 17, 2014 Posted by The Daniel Group in : Service Improvement, Understanding Your Customer , add a comment

In my last blog I noted the importance of effective communication between customer and service provider.  Our research shows that improved communication generally improves most other measures of the customer experience.  But what exactly does “effective communication” mean? Remember that I am focusing on communication from the viewpoint of the business-to-business environment.  The relationships tend [...]

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