The Daniel Group Blog
News from The Daniel Group–Okuma Implements ServiceConnect to Improve Customer Service
May 3, 2012 Posted by The Daniel Group in : Service Improvement , add a commentI am pleased to announce that Okuma America Corporation has implemented ServiceConnect by The Daniel Group. ServiceConnect is a proven way to measure, manage, and improve customer service. For more information, click here for the press release. Okuma is a world leader in the development of computer numeric controls (CNC) and machining technology, founded in [...]
Western States: Values and Customer Service
April 16, 2012 Posted by The Daniel Group in : Service Improvement, Strategy , 1 comment so farWe are pleased to have Western States as a client. This dealer provides Caterpillar construction, power systems and truck products and services and agricultural equipment (AGCO) and services to Idaho and portions of four other surrounding states. They are noted for providing good customer service and are working to make it even better. One of [...]
Surprise Customer Service
March 29, 2012 Posted by The Daniel Group in : Service Improvement, Strategy , 2commentsA friend forwarded me this post from Fred Reichheld, the primary developer of the Net Promoter concept. He highlights some really simple ways to Wow customers with some simple customer service steps. He calls them “frugal wows.” There are two points that stood out to me in this article. First, the two examples illustrated in the [...]
Time to Up Your Social Media Game
March 27, 2012 Posted by The Daniel Group in : Strategy , add a commentFirst, I must apologize for my brief hiatus. School has been quite hectic lately. Second, for those who don’t know the North Carolina State University WOLFPACK made it to the Sweet Sixteen. . A friend of mine sent me this article the other day and I thought it was fascinating. “Why B2B companies need to [...]
New Issue of Success Strategies
March 5, 2012 Posted by The Daniel Group in : Uncategorized , add a commentOur latest issue of Success Strategies is available by clicking here. Success Strategies is a quarterly publication of The Daniel Group that presents ideas and information managers can put to use to improve customer loyalty. Check it out. Let me know what you think. If you like it, sign up so it can be delivered [...]
Recognition for Our Clients
February 22, 2012 Posted by The Daniel Group in : General, Service Improvement , add a commentLast week, we had our annual ServiceConnect Client Conference in Phoenix, AZ. It was hosted by Empire Southwest, the Caterpillar dealer for Arizona. It was a day and one-half of idea sharing and learning about ways to improve service delivery in the business-to-business environment. Our keynote speaker was Steve Phillips, recently retired from Harley Davidson. [...]
The Importance of Soul in Customer Service
February 21, 2012 Posted by The Daniel Group in : Uncategorized , add a commentMy obsession with INC Magazine has not faded since my previous article. I keep finding really great articles there, all with varying and fascinating perspectives on being entrepreneurial and how to manage all aspects of your business. So this week I tried to find what I thought was a bad one. The article I found [...]
Daniel Group Client, Atlas Machine & Supply, Featured in NPR Story
February 5, 2012 Posted by The Daniel Group in : General , add a commentAtlas Machine and Supply, based in Louisville, KY, designs, repairs, and remanufactures complex equipment and components for industry and municipalities. Atlas also is a leading supplier of industrial air compressors, related products and a full service department. The company has been a client using our ServiceConnect product for several years. The company president, Rich Gimmel, [...]
Observation: An Overlooked Tool in Customer Service
January 30, 2012 Posted by The Daniel Group in : Service Improvement , add a commentI read this article on INC.com a while ago “What’s Going On In Your Customers Head?” by Geil Browning and thought it was a really interesting look at a seller’s perspective on what to do to adapt to customers. The article consists of 9 tips on how to observe you customer in order to better [...]
The Way NOT to Handle Customer Service
January 30, 2012 Posted by The Daniel Group in : Service Improvement , 2commentsThere are ways to take care of customers and ways to do it that are not effective. My wife and I purchased furniture from Pottery Barn in 2006. Frankly, it was not well made. We had new cushions made for the furniture. The furniture performed so badly that we finally replaced it. My wife kept [...]
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