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Part I: A Smile or a Sigh? Employee Engagement from a Customer’s Perspective

My name is Doug Fowler and I am the new Chief Operating Officer at The Daniel Group.  I am honored to join a company with such an uncommonly high level of commitment to serving both its clients and employees.  I hope that my passion for serving customers and teammates and my experience in a variety of management roles in B2B services will help me make a positive contribution to The Daniel Group’s continued growth and success.

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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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Can Human Instinct Improve Customer Service?—More Considerations

In 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 wired to be competitive and, in fact, cooperation may be the better descriptor of human nature.  The book, in particular, as well as the article somewhat suggest that cooperating with one another (reciprocity) and helping out others have been critical to our survival.

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Can Human Instinct Improve Customer Service?

I have recently begun reading a book and have just completed an article that both dealt with the same subject, the innate helpfulness that seems to be in most humans.  This may seem strange given what we see on the news and read in the popular press.  In my opinion, this has implications for changing your company’s culture and improving a variety of business outcomes, most especially your company’s customer service.

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Great Customer Service: What Makes It and What Inhibits It

We have written in some earlier blogs about what we are learning about the importance of the individual when delivering great customer service (thedanielgroup.com/blog/).  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 who do not.   

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How Training Impacts Customer and Employee Engagement

Front-line personnel are the face and customer touch point for many companies.  The interaction between the frontline employees and the customers can significantly 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. 

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Creating a Unique Customer Service Experience, the Lego Way

A 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.

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The Dreamliner and Customer Service Crisis Management

My 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 Group.

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Organizational Culture: It Cannot be Ignored

We have observed the better performing clients on our ServiceConnect program seem to have a different organizational culture.  Often, you can't put your finger on it but there is a palpable difference.  For example, when you walk in the door and meet an employee there is a palpable difference in the way they approach you. Among those clients with better customer service, the employees may be a bit friendlier and go out of their way to welcome you.  More fundamental to a healthy organizational culture (and a bigger thing) is an openness to new ideas and a willingness to give a try to new things.

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Opinions and Musings of a Twenty-Something Writer on Employee Engagement

Check out the first intentionally humorous opinion piece ever included on The Daniel Group's Blog. "Hello, Daniel Group groupies. I’m Quinn, a 20-something aspiring journalist living in Brooklyn, and I’d like to share my two cents about employee motivation and engagement – some tidbits I’ve gathered since graduating three years ago and entering the dazzling world of the American work force.

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