Take the guesswork out of knowing what your B2B customers want you to improve. Go beyond feedback.


Our approach to B2B Customer Experience is to go beyond feedback. We provide phone, email, web, and text options along with transaction, relationship, and pulse surveys, with more actionable, advanced, intelligent visual insights, more integrations and modern APIs.

Beyond feedback, we are a true CX partner with our CX strategy assistance, six-pillar CX Maturity framework, Guide/Coach CX Champions, comprehensive, intelligent tools, support and accountability, and train-the-trainers/managers options. Learn more about Customer Experience 2.0 in the video.


ExperienceConnect, our customer feedback platform, empowers you to measure, manage, and improve your B2B customer feedback and your business. Most importantly, we help leading B2B companies obtain honest, effective feedback while experiences are still fresh in their customers’ minds.
See ExperienceConnect in Action   Watch a Demo

“The Daniel Group has led to a shift in company culture. If we put the focus on customer service experience, it will lead to profitability. It’s well worth the investment.”

—James C. Nelson, President, Warren CAT

Want to Succeed in Customer Feedback?
Read Success Strategies

At The Daniel Group, you can access our extensive customer feedback data from our 30+ years of surveys and market research across multiple B2B industries.

CX Success Strategies The Great Resignation Doesn't Have to Happen at Your Company
CX Success Strategies Phone? Web? Email? Text? What's the Best Way to Get Feedback?
Get our newsletter, Success Strategies, for our Customer Feedback insights in your inbox!


Why Implement a Data-Powered Customer Feedback Program?

Research shows that a good customer experience gets results. According to the Harvard Business Review, customers who have positive past experiences with a business spend 140% more than customers who have had negative encounters.

By taking data-informed action to improve customer satisfaction, you’ll also boost your profits. Count on our solutions to help you give your customers the best experience possible.

Client Success Stories

Learn how clients are using customer feedback data to improve and grow their businesses.

Customer Feedback Success Stories: Butler Ag Equipment
Customer Feedback Success Stories: Nebraska Machinery Company
Customer Feedback Success Stories: Thomas Built Buses

Ready to Learn More?

Getting Started? Essential tips for B2B Customer Feedback

 

Customer feedback is invaluable for any business. It tells you whether you’re delivering a great product, sales or support experience.

 

It reveals why customers buy from you—and what would make them buy more even more. But when you’re selling to B2B customers, creating a successful feedback program can be tough.

Read more

Versatile B2B Customer Experience Program Solutions

Your business has unique needs, so we think you should have a customized solution for customer feedback. With ExperienceConnect, you’ll get to choose the type of surveys you complete. Use one or more of these formats in your customer satisfaction research:


The Daniel Group B2B Phone Customer Feedback SurveysPhone Surveys
Our team will use approachable and professional language to help your customers feel at ease during phone surveys.
The Daniel Group B2B Email Customer Feedback SurveysEmail/Web/Text Surveys
We’ll develop an engaging an survey by email, web, and text that makes the feedback process convenient for your clients.
The Daniel Group B2B Hybrid Approach Email, Phone, and Weblink Customer Feedback SurveysBlending Channels
With blending channels, we gather feedback by phone, email, web, and text depending on your company’s needs and your customers’ preferences.

Let’s work together to find out what keeps your customers engaged. For more information about our customer feedback process, contact us today.

Ready to improve your CX program? Read our Ebook

Customer Feedback Ebook: Why B2B Customer Feedback Program Fail
Selling a backhoe is nothing like selling a toothbrush.

 

And yet, most B2B and industrial businesses—whatever they sell—still try to use customer feedback strategies and tools designed for B2C businesses. When you’re selling toothbrushes, you can email a generic feedback survey to a customer sample that’s millions strong. If only a very small proportion of them respond, that’s fine—because your customers are so numerous.

Read more

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Why choose ExperienceConnect for B2B Customer Feedback?


Customer Feedback

Accurate, real-time customer feedback

  • Concise, customer-friendly branded surveys
  • Mobile-friendly emails and texts
  • Phone calls through our friendly in-house team

Feedback

Respond to feedback quickly

  • Objective actionable insights into the right hands
  • Comprehensive, intelligent reporting and analytics
  • Custom email alerts, follow-up workflows, CRM integration

Competition

Stay relevant, ahead of your competition

  • Seamlessly integrate customer feedback into your business
  • Improve your products and services
  • Create loyal customer relationships that last

Meet The Daniel Group Team

We are extremely proud of our team of over sixty Research Analysts who conduct customer surveys by phone, manage the routing of inbound leads, and analyze data. Meet the Management Team.

The Daniel Group B2B Customer Feedback Team

Additional services:

The Daniel Group B2B Employee FeedbackEmployee Feedback

Motivated, empowered staff work hard for your customers – making employee engagement a key service metric.

Learn more

The Daniel Group B2B Market ResearchMarket Research

Discover which aspects of your customers’ experience have the most impact to grow your business.

Learn more

The Daniel Group B2B Strategic ConsultingStrategic Consulting

Build and execute a strategic plan based on the leadership, culture, and offerings unique to your business.

Learn more

MEASURE Your B2B Customer Experience With Customer Satisfaction Research

Improving your customer experience begins with knowing what your customers want. As the first step of the ExperienceConnect process, we’ll create a customized feedback program. Our team will determine the right customer sample, contact time and follow-up methods for your surveys.

Then, our analysts will perform the research for you. The data we collect will then go to the ExperienceConnect portal for you to view.

MANAGE Your Customer Feedback Data

With the ExperienceConnect portal, you can review and manage your survey data with an easy-to-use interface.

The Feedback Inbox feature displays your surveys like an email inbox for intuitive use.

ExperienceConnect enables you to generate, download and share detailed analytics.

Through these features, you can analyze your results and communicate them to your team.

IMPROVE Your B2B Customer Experience Satisfaction

Once you understand the trends in your survey data, you can take action to improve your customer experience.

  • Piping: Relaying feedback to team members who can take action
  • Presenting: Communicating your findings in an easy-to-understand manner
  • Flagging: Highlighting urgent issues for immediate resolution
  • Identifying: Pinpointing areas for improvement and following through
  • Showing: Demonstrating to your customers that their feedback matters


Trusted by B2B businesses

We work with manufacturers, service companies and value-added resellers to understand the customer’s view at every part of the chain.