The Daniel Group Blog
Donuts, Videogames, and Customer Service
June 13, 2013 Posted by The Daniel Group in : Strategy, Understanding Your Customer , add a commentTwo stories caught my interest this week. Both stories deal with customer service situations from different angles but with both lessons can be learned and actions applauded or condemned. First, the story of a customer who thought it would be okay to vomit racial slurs at a Dunkin Donuts employee because she believed she had [...]
Consistency and Customer Service
May 30, 2013 Posted by The Daniel Group in : Strategy, Understanding Your Customer , 1 comment so farA conversation with a client this week prompted some thinking on my part about the importance of providing consistent customer service. This particular client has been on our ServiceConnect program since 2006. Like most clients, their performance was not spectacular for the first few years. However, somewhere around five to six years ago, it improved [...]
Are You an Equipment Vendor or a True Customer Service Provider?
May 23, 2013 Posted by The Daniel Group in : Understanding Your Customer , add a commentOur firm makes over 34,000 phone calls per month as part of our research work. Needless to say, having both a reliable phone system and phone services are critical to our delivering great customer service to our clients. Several years ago we replaced our not-yet-ready-to-be-replaced phone system with another one. The only reason for making [...]
Great Customer Service: What Makes It and What Inhibits It
April 18, 2013 Posted by The Daniel Group in : Employee Engagement, Understanding Your Customer , 1 comment so farWe have written in some earlier blogs about what we are learning about the importance of the individual when delivering great customer service (http://blog.thedanielgroup.com/?p=962). Our research shows that customers who call out an employee or group of people for doing a “Good Job” during a service experience rate their experiences much more positively than those [...]
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 [...]
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 [...]
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 [...]
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