The Daniel Group Blog
Can Human Instinct Improve Customer Service?—More Considerations
May 16, 2013 Posted by The Daniel Group in : Employee Engagement, General , add a commentIn my blog post last week I discussed a book I have been reading entitled A Cooperative Species: Human Reciprocity and its Evolution and an article from the McKinsey Quarterly entitled “Givers Take All: The Hidden Dimension of Corporate Culture.” Both the book and the article discuss a related subject that not all humans are [...]
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 [...]
Passion Shouldn’t be Your Only Motivator
April 4, 2013 Posted by The Daniel Group in : General, Strategy , add a commentThe article “Thomas Keller on Why Passion Shouldn’t Drive You” at Fastcompany.com really got me going today. It discusses Thomas Keller’s opinion on how passion is very different than desire. The author, Mark Wilson, does an excellent job describing it as “haunting– in a good way!” Thomas Keller is an amazing and world famous chef [...]
March Madness: Bracketing Terrible Customer Service
March 21, 2013 Posted by The Daniel Group in : General , add a commentSince March Madness is kicking into gear I figured I would tell everyone about a bracket I have been following recently. The Worst Company in America Tournament (WCIA) is put on by Consumerist.com and it pits companies with poor customer service and customer satisfaction against each other. The set-up is like this, after an initial [...]
Impressions from a Networking Summit
March 14, 2013 Posted by The Daniel Group in : General , add a commentI recently attended the Southeast Regional Networking Summit put on by the Material Handling Equipment Distributors Association or MHEDA for short. It was hosted by CMH Services Inc. at their Columbia, South Carolina location. I want to thank them for hosting. They have a great facility and it was truly a very informative and interesting [...]
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 [...]
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 [...]
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 [...]
Creating a Unique Customer Service Experience, the Lego Way
January 30, 2013 Posted by The Daniel Group in : Employee Engagement, General, Understanding Your Customer , 1 comment so farA friend of mine sent me this article and it’s an amazing story. If you are at work or are of delicate disposition don’t read the attached article because this will really tug at your heart strings and make you wish for your favorite old toy. The article is from the Huffington Post and it [...]
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 [...]
Recent Comments