The Daniel Group Blog
Can Human Instinct Improve Customer Service?
May 10, 2013 Posted by The Daniel Group in : Employee Engagement, Service Improvement , 2commentsI have recently begun reading a book and have just completed an article that both dealt with the same subject, the innate helpfulness that seems to be in most humans. This may seem strange given what we see on the news and read in the popular press. In my opinion, this has implications for changing [...]
Customer Service Lessons from Electronic Arts
April 12, 2013 Posted by The Daniel Group in : General, Service Improvement, Understanding Your Customer , add a commentFor the second year in a row Electronic Arts (EA), a video game company, has won Consumerist.com’s Worst Company in America by defeating Bank of America in a landslide victory. EA is the first company in the eight year history of this competition to win in back-to-back years. This “honor” is something no company should [...]
How Training Impacts Customer and Employee Engagement
March 28, 2013 Posted by The Daniel Group in : Employee Engagement, Service Improvement, Understanding Your Customer , add a commentFront-line personnel are the face and customer touch point for many companies. The interaction between the frontline employees and the customers can greatly impact the business relationship. We have all heard the saying, “first impressions are lasting impressions” and, unfortunately, all future interactions are judged by that first impression. When customers have a not-so-great customer [...]
Reflections on The Daniel Group ServiceConnect Client Conference, 2013
February 27, 2013 Posted by The Daniel Group in : Service Improvement , add a commentLast week Cashman Equipment opened the doors to their LEED Gold Certified corporate headquarters in Henderson, NV to host our annual The Daniel Group’s ServiceConnect Client Conference. It was all about improving customer service. Our focus was “Breathing New Life Into Your Service Culture”. We spent two days dissecting customer service and discussing ways to integrate [...]
Managing a Customer Service Crisis: The Daniel Group Edition
February 21, 2013 Posted by The Daniel Group in : General, Service Improvement, Understanding Your Customer , add a commentAs some of our readers know, our third annual client conference was this past Monday and Tuesday in Henderson, Nevada. We thought it went splendidly and hope the attendees enjoyed it and found it informative (thank you for coming!). On the evening of the first day we thought we had arranged to entertain all of [...]
A Good Job Goes Both Ways in Customer Service
February 5, 2013 Posted by The Daniel Group in : Service Improvement , add a commentWhen we interview a customer in as part of our ServiceConnect process and the customer calls out an individual or department for exemplary customer service, it gets flagged as a “Good Job.” An email gets sent to the client to bring awareness to the employee’s performance. We know from client feedback that employees love the [...]
The Dreamliner and Customer Service Crisis Management
January 17, 2013 Posted by The Daniel Group in : Employee Engagement, General, Service Improvement, Understanding Your Customer , add a commentMy name is Max Daniel and I am the new Business Development Manager at The Daniel Group. Like many recent college graduates I would’ve been thrilled to be working anywhere. But I get to work where I’ve wanted to for a long time, so of course, I am ecstatic. I look forward to learning and growing with The Daniel [...]
A Customer Service Surprise in Healthcare
January 6, 2013 Posted by The Daniel Group in : Service Improvement , add a commentIt is easy to write about the unimpressive customer service experiences as subpar customer service is more the norm than the exception. In this post, I would like to share a customer service experience that was quite pleasant even though the situation in which it was delivered is not where you typically find great service, [...]
ServiceConnect and Improving Customer Service
December 25, 2012 Posted by The Daniel Group in : Service Improvement , add a commentWe launched the ServiceConnect customer service improvement process in 2005. By 2008, we had enough data to identify some of the things that got in the way of delivering great customer service. I want to revisit a portion of a paper we published in 2008, which discussed some things we learned then and compare it [...]
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 [...]
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