0

Okuma America Implements ServiceConnect to Improve Customer Service

I am pleased to announce that Okuma America Corporation has implemented ServiceConnect by The Daniel Group.  ServiceConnect is a proven way to measure, manage, and improve customer service.  For more information, click here for the press release.

Read More
0

Western States: Values and Customer Service

We are pleased to have Western States as a client.  This dealer provides Caterpillar construction, power systems and truck products and services and agricultural equipment (AGCO) and services to Idaho and portions of four other surrounding states.  They are noted for providing good customer service and are working to make it even better. 

Read More
0

Recognition for Our Clients

Last week, we had our annual ServiceConnect Client Conference in Phoenix, AZ.  It was hosted by Empire Southwest, the Caterpillar dealer for Arizona.  It was a day and one-half of idea sharing and learning about ways to improve service delivery in the business-to-business environment.  Our keynote speaker was Steve Phillips, recently retired from Harley Davidson.  He led that company's efforts to improve its service delivery.  Not only was his talk inspirational but it provided practical suggestions on how to transform one's cultural environment to make it more customer-focused.

Read More
0

Getting Customers Off the Fence

Since 2005, we have provided a transactional survey process, ServiceConnect, to our clients.  Most of the clients are Caterpillar dealers.  One of the biggest challenges they have faced is the Passive customer (i.e. the customer who gives a 7 or 8 on the willingness to refer or Net Promoter Score question).  Over the past year several dealers have made significant improvements in moving Passive customers to the Promoter category.  I interviewed one client CEO about what they did and he had a simple response. 

Read More

SHARE

    

Join our Newsletter

RECENT