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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.

Develop strategic business plans and put your strategy into action with our Envisioned Strategy Development Process.

Better understand customer behavior with our customized market research services.

Please read to see how we can help your company measure, manage, and improve service and keep your customers returning.

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The Daniel Group Blog

Dealing with the Angry Customer

October 23, 2014 Posted by The Daniel Group in : Uncategorized , add a comment

  Some clients call it service recovery.  Others call it dispute management.  I call it managing the angry customer.  I want to share a personal story as an illustration of how not to handle the angry customer. We make a lot of phone calls.  Our interviewers work from their homes and we use a well-known [...]

Is Better Customer Service “Breaking Out All Over?”

October 9, 2014 Posted by The Daniel Group in : General, Understanding Your Customer , 1 comment so far

It is really easy to criticize the service we receive.  After all, we certainly experience enough less-than-desirable service to make one biased toward the idea that all service is bad.  I recently noticed three examples of companies trying to improve their service.  In the case of at least one location for one company, service is [...]

Beginning the Celebration: 25 Years and Counting

September 25, 2014 Posted by The Daniel Group in : General , add a comment

  It’s an exciting week of preparation here at The Daniel Group offices. In addition to gearing up for the annual Caterpillar North American Dealer Marketing Association Conference next week, we’re also preparing for a less frequent event at the end of this month: our Quadranscentennial, or, in plain English, our 25th anniversary as a [...]

A Tale of Two Service Experiences

September 4, 2014 Posted by The Daniel Group in : General, Understanding Your Customer , add a comment

I recently purchased a new cell phone.  After several years of use and abuse, the Android had to be replaced.  My wife suggested I try an iPhone so I thought “why not!?”  Besides, Verizon was running a special. I contacted our account representative and placed the order.  Since I was heading out for a trip [...]

Why 10-out-of-10 Doesn’t Equal Perfection in Customer Loyalty

August 28, 2014 Posted by The Daniel Group in : Service Improvement, Understanding Your Customer , add a comment

When a customer gives you the highest possible scores on satisfaction and loyalty, it’s understandable that you may feel compelled to declare victory and shift your attention to the next relationship.  Time to break out the champagne!  Unfortunately, you may want to wait before popping the cork.  We find that in a surprising number of [...]

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 [...]

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