The Daniel Group Blog
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 [...]
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 [...]
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 [...]
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 [...]
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 [...]
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 [...]
Happy Holidays
December 19, 2012 Posted by The Daniel Group in : General , add a commentHappy Holidays to readers of this blog. This year, The Daniel Group made a contribution to the Heifer Project in honor of its friends and clients. This organization helps provides the basics to help people throughout the world become self-sufficient. Check it out. Better still, help it out. All the best for the holidays. Lynn
Recent Comments