Max Daniel

Recent Posts

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The Good and Bad in B2B Marketing

Guess what folks? I’M BACK! After a brief hiatus, the man with questionable grammar and curiously conversational writing style has returned.

I was stunned by a terrible commercial the other night. I couldn’t wrap my head around it and for the life of me I couldn’t tell you what they were selling or identify the company (even after extensive Googling).  It fell into the realm of “weirdvertising” which is my made-up word for an ad where the content has nothing to do with the product whatsoever or just makes you pay attention with its sheer oddity. This… ‘thing’ got me pondering the good and bad in commercials or ad campaigns.

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The Cinema and Service Recovery

Working in customer experience, I like to pay particular attention to customer service in my everyday life. When unfortunate situations occur, how a company handles service recovery reveals a great deal about their overall customer service quality.

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Millennial Preferences are Changing the Customer Service Landscape

I recently posted an article called “5 Tips To Make Your Customer Experience Millennial-Friendly” by Blake Morgan from Forbes on The Daniel Group’s Facebook page.

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Beginning the Celebration: 25 Years and Counting

Posted by Max Daniel in General

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 company!

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4 Common Mistakes When Doing “In-House” Satisfaction Surveys

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.

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Material Handling Conference Recap

Last week Lynn and I attended the 2014 MHEDA Conference in Orlando, Florida.  For everyone who doesn’t know MHEDA stands for Material Handling Equipment Distributors Association.  Many of our material handling clients are members of the association and we always like to attend a couple of their events a year.

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Competition in Customer Service

Every year at our client conference we give out awards.  They focus on the best in divisions, the best overall, the most improvement from the previous year, and a smattering of goofy ones that make our clients laugh.  But we were missing something, the ability for our clients to tell their customers about their improvements.

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Beating Consistency to Death, in a Good Way

A couple of days ago I read an article by McKinsey & Company titled, The Three Cs of Customer Satisfaction: Consistency, Consistency, Consistency written by Alfonso Pulido, Dorian Stone, and John Strevel. As any consistent reader of our blog knows, we love information that shows the power of strong and consistent service delivery. This article immediately piqued my interest.

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The Importance of Training in Customer Service

I recently read an article about a Schlotzky’s Deli owner who closed his business temporarily for an “attitude adjustment” because him employees were not performing up to snuff when it came to customer service.

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What Matters Most, The Customer Service Score or the Customer Service Experience?

There is clearly growing interest in improving customer service.  You see it in the number of companies promoting their service.  You also see it in the number of surveys you get most anything you buy.  But I recently began to wonder if there is more interest in chasing a metric than making significant strides to improve the customer service experience. 

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