Versatile B2B Customer Experience Program Management Solutions
Your business has unique needs, so we think you should have a customized solution for customer 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.
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:
Phone SurveysOur team will use approachable and professional language to help your customers feel at ease during phone surveys.
Email/Web/Text SurveysWe’ll develop an engaging an survey by email, web, and text that makes the feedback process convenient for your clients.
Blending ChannelsWith blending channels, we gather feedback by phone, email, web, and text depending on your company’s needs and your customers’ preferences.
Core Concepts of our Customer Experience Program
Customized Surveys to meet your company’s needs.
- Transactional: Cover a point-in-time view of the customer relationship
- Relationship: Gauge how customers view your company
- Pulse: Measure how your customers feel right now
Contact your customers in their preferred method to get feedback.
Email, Phone, Web, and Text. For the best results, blend channels and tailor your point of contact to your customers’ preferences.
Comprehensive CX Program Support: Beyond Feedback
CX Program Support Team: CX Strategy Assistance, A Dedicated CX Champion, Customized Training for Managers, and Tools, Support, and Accountability
B2B CX Maturity Assessments Find out where your organization is on it’s CX journey in six performance areas: Goals & Strategy, Governance, Customer Listening, Employee Engagement, Analytics Improvement, and Closing the Loop
Professional Research Analysts: “You can tell the customer was hesitant at the beginning of the interview…and by the end they sounded like old friends!” Mike Kedanis, Altec
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.
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.
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