The Daniel Group Blog

What can 15 Burgers Teach Us about Customer Service

January 17, 2012 Posted by The Daniel Group in : Service Improvement, Uncategorized , 1 comment so far

Introduction My name is Max Alexander and I am a new intern at The Daniel Group. I would like to introduce myself and provide an idea of my approach to the blog. I am an undergraduate student at North Carolina State University. I am majoring in communications, specifically Public Relations with a minor in English. [...]

The Demise of Kodak: Disruptive Technologies at Work

January 5, 2012 Posted by The Daniel Group in : Strategy , 3comments

The Wall Street Journal had a front page article this morning about the pending bankruptcy of Kodak, a 131 year-old company synonymous with photography. There is much one could say and I am certain much will be written about the demise of this company. Hopefully, some lessons will be learned. One big one stands out [...]

Am I Emotionally Satisfied? A Second Element

January 4, 2012 Posted by The Daniel Group in : Uncategorized , add a comment

I wrote in a post last week (see below) about my experience at the local Chevrolet dealer and the lack of emotional satisfaction with the service experience. By failing to engage me in the service process the service writer missed a small sales opportunity and now has created a very annoyed customer. In North Carolina [...]

Best Wishes for the New Year

January 1, 2012 Posted by The Daniel Group in : Uncategorized , add a comment

From all The Daniel Group team we offer our best wishes for a prosperous, peaceful, and joyful 2012.

Am I Emotionally Satisfied?

October 15, 2011 Posted by The Daniel Group in : Service Improvement , 6comments

There has been much research done about emotional and rational satisfaction. In particular check out Human Sigma. This book was written by some Gallup consultants and provides some very persuasive evidence about the importance of emotional satisfaction. I want to share an experience that illustrates the difference. I have a Chevrolet product that I take [...]

Service and Product Innovation: Both Matter

September 27, 2011 Posted by The Daniel Group in : Service Improvement, Understanding Your Customer , add a comment

I read an article about the new Boeing Dreamliner today on CNBC. The author said that the new airplane, though three years late in delivery, has the potential to revolutionize air travel by creating a more comfortable flying experience. The design of the plane with a more open cabin, technology the senses and adjusts for [...]

Lynn Daniel Appears on Charlotte Talks: Topic; What Happened to Customer Service?

September 23, 2011 Posted by The Daniel Group in : Service Improvement, Strategy , 1 comment so far

On Monday, September 26, Lynn Daniel, President of The Daniel Group, was a panelist on Charlotte Talks. Charlotte Talks with Mike Collins is a one-hour talk show produced by WFAE 90.7fm. The program airs live from 9-10 am Monday through Friday and is rebroadcast weekday evenings at 9. Launched in April of 1998, Charlotte Talks [...]

Three Big Myths About Social Media

September 13, 2011 Posted by The Daniel Group in : Uncategorized , add a comment

Gallup has published some excellent research on the ways social media is actually used. Click on the link below to read a summary of this fascinating research. Lynn Social Media: The Three Big Myths.

New Video on ServiceConnect

September 2, 2011 Posted by The Daniel Group in : Service Improvement , add a comment

A bit of a short sales pitch in this blog post about our ServiceConnect. I do not typically do this but in this case, it is a program that truly works and I want to share more information about it. As one measure of effectiveness, this program is now in place with 75% of the [...]

Customer Service Pain Points

July 27, 2011 Posted by The Daniel Group in : Service Improvement , 1 comment so far

A recent article in Consumer Reports caught my attention. The article, entitled “What’s Wrong With Customer Service?” shared some interesting findings from their own research. Keep in mind, this mostly applies to a business-to-consumer environment but many of the messages apply to the business-to-business world as well. Key things of note are: Sixty-four percent of [...]