The Daniel Group Blog
Productivity Test: The Man Without the Internet
May 2, 2013 Posted by The Daniel Group in : Uncategorized , 1 comment so farToday I was struggling for things to write about. When it comes to customer service I can wax poetic about almost anything. Finding stories about good, bad, or interesting customer service experiences is kind of my M.O. and there is a shortage of them at the moment. Today I found a story that has nothing [...]
Lessons from the Road: Core Values and Customer Service
March 7, 2013 Posted by The Daniel Group in : General, Uncategorized, Understanding Your Customer , add a commentThe road can be long and will wear on employees especially a young rookie employee. I now speak from experience, after returning from a 15 day odyssey with my boss. Now this wasn’t your conventional business trip. We started at our Annual Client Conference in Las Vegas, sharing a small but comfortable RV and paying [...]
The Business of Valentine’s Day
February 14, 2013 Posted by The Daniel Group in : General, Uncategorized , add a commentHappy Valentine’s Day from everyone here at The Daniel Group! We hope everyone has a wonderful day! We also look forward to seeing many of our clients next week at our third annual conference. Since it is Valentine’s Day or single awareness day (for some) I figured I would try and find some fun facts [...]
The Connected Company and Customer Service
December 10, 2012 Posted by The Daniel Group in : Employee Engagement, Service Improvement, Uncategorized , add a commentI had the pleasure of reading an article that a client passed along to me. It was most insightful and had much to say about how to change your organization in order to improve customer service. I want to share it but first, a bit about the article. It is entitled the “Connected Company” and [...]
B2B Customer Service is a Building Process
July 4, 2012 Posted by The Daniel Group in : Uncategorized , add a commentHappy Fourth of July from everyone at The Daniel Group! It’s been difficult to find things to write about lately. Other things seem to be dominating the business headlines and none of it seems very positive. So I have decided to break from the norm and come up with some semi-original content. Business-to-business is a [...]
Trust as a Competitive Advantage
June 21, 2012 Posted by The Daniel Group in : Service Improvement, Strategy, Uncategorized , add a commentI have written in the past about the importance of trust between customer and provider. I ran across a book, Extreme Trust: Honesty as a Competitive Advantage (by Don Peppers and Martha Rogers). The book was published in 2003 but a lot of the findings still apply. We have also published a white paper entitled [...]
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 [...]
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 [...]
What can 15 Burgers Teach Us about Customer Service
January 17, 2012 Posted by The Daniel Group in : Service Improvement, Uncategorized , 1 comment so farIntroduction 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. [...]
Am I Emotionally Satisfied? A Second Element
January 4, 2012 Posted by The Daniel Group in : Uncategorized , add a commentI 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 [...]
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