The Daniel Group Blog
Customers, Employees and the Connection
April 17, 2011 Posted by The Daniel Group in : Service Improvement , add a commentThe Gallup organization, along with several others have done extensive research on the connection between employee engagement and customer satisfaction. Not surprisingly, there is a strong positive relationship. In recent research done by our firm, we have made similar findings. This was with a large Caterpillar dealer that uses our ServiceConnect transactional survey process for [...]
The Art of Admitting Failure and Creating Balance
April 10, 2011 Posted by The Daniel Group in : Service Improvement , 2commentsThe Harvard Business Review has had a series of articles on the importance of creating organizations that are willing to admit failure. Included in this post is a link to a HBR blog post that I find quite interesting. There are some great examples of how companies have used failure to fundamentally change and improve [...]
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