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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

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 [...]

Understanding the Basics: Your Customers

April 10, 2014 Posted by The Daniel Group in : Understanding Your Customer , add a comment

As you probably know by now, The Daniel Group does  follow-up telephone surveys with randomly chosen customers.  These are customers who purchased new equipment or had a service experience.  Once a survey is completed, the data is available to you, in real time, in our LinkConnect, our online portal.  We ask several questions of customers [...]

Are You Neglecting Emotion in Customer Service?

April 3, 2014 Posted by The Daniel Group in : Service Improvement, Understanding Your Customer , add a comment

  I was at a seminar last week and heard a very interesting presentation from an executive with Google.  I want to share a few points from his presentation and highlight some earlier points I have made in various white papers and blogs.  I do this because the potential for engaging customers emotionally is often [...]

A Better Process Will Create a Great Customer Experience

March 20, 2014 Posted by The Daniel Group in : Strategy, Understanding Your Customer , add a comment

Over the past few years I have had many discussions with clients regarding the need to improve processes as part of improving the customer experience.  I agree with the need to improve processes as a part of an overall improvement strategy for service improvement.  However, great processes can only go so far as is illustrated [...]

Back to the Importance of Consistency in Customer Service

March 13, 2014 Posted by The Daniel Group in : General, Understanding Your Customer , 2comments

In several recent posts we have talked about the importance of consistency in customer service.  While running the risk of spending too much time on the importance of consistency, I want to return to the topic one more time.  This time I will add a few statistics that reinforce the value of consistency. On much [...]

Beating Consistency to Death, in a Good Way

March 6, 2014 Posted by The Daniel Group in : Service Improvement, Strategy, Understanding Your Customer , 3comments

A couple of days ago I read an article by McKinsey & Company titled, The Three Cs of Customer Satisfaction: Consistency, Consistency, Consistency written by Alfonso Pulido, Dorian Stone, and John Strevel. As any consistent reader of our blog knows, we love information that shows the power of strong and consistent service delivery. This article [...]

A Pleasant Customer Experience in an Unpleasant Situation

February 27, 2014 Posted by The Daniel Group in : General, Understanding Your Customer , add a comment

The Daniel Group had its annual client conference in Charleston, SC.  We had over 50 clients in attendance.  By the comments and feedback we received, it was successful.  In this week’s blog, I wanted to share a short video clip that one of our presenters, Marty Yuzwa of Ohio Cat, used to illustrate how behavior makes [...]

The Power of Communication in the Customer Service Experience

February 13, 2014 Posted by The Daniel Group in : General, Service Improvement, Understanding Your Customer , add a comment

I live in Charlotte, NC and am right in the middle of a snow and ice storm that seldom occurs in this part of the world.  While it does disrupt the normal work week it did provide some quiet time at home to work and not be distracted by a phone call or other interruptions. [...]

Process, Culture and Little Things: They All Matter to the Customer Experience

January 30, 2014 Posted by The Daniel Group in : General, Service Improvement, Understanding Your Customer , add a comment

Last week, I had the privilege of being a part of AGCO Corporation’s annual dealer meeting in Denver, Colorado.  I had the chance to make presentations on the new customer service survey process we are implementing for AGCO and to talk more broadly about why customer service matters more than ever.  At one point in [...]

Improving the Customer Service Experience: One Way to Do It

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

A few days ago, a client shared with me how they had improved their customer service over a period of a year.  Their NPS score improved over 20 points over the 12 month period.  What they did was seemingly simple but took a lot of discipline.  Let me share the key things they did to [...]

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