Elevate the Touchpoints That Power Customer Retention
Transform CX insights and feedback into lasting competitive advantage
We help industrial manufacturers turn customer feedback into meaningful improvements that strengthen relationships and drive sustainable growth. Just ask the 80% of CAT dealers who trust us to enhance their customer service excellence.
⭐️ Trusted by 80% of North American Caterpillar Dealers
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Proven Results That Matter
Referrals & Loyalty
Improved CX directly drives more referrals. Over 90% of our business comes from satisfied clients.
Industry-Wide Impact
From $500M equipment dealers to $15B manufacturers, we understand complex B2B relationships.
Deep Sector Expertise
Specialized in manufacturing, heavy equipment, agricultural machinery, and industrial automation.
Employee-Driven Success
Our ExperienceConnect Employee suite helps companies create customer-centric workplaces.
Comprehensive CX Training
From CX certifications to executive workshops, we equip leaders and managers with tools to boost customer satisfaction, retention, and revenue.
Flexible Survey Technology
Our ExperienceConnect platform supports multiple feedback modes—phone, email, weblink, and text—with real-time tracking and analytics.
Ready to Make CX Your Unfair Advantage?
Partner with The Daniel Group and unleash the power of unrivaled customer experience. Our battle-tested approach has helped B2B titans like Caterpillar and Navistar dominate their markets. Turn satisfied customers into loyal advocates who drive sustainable growth.
What CX Challenges Does Your Organization Face?
Losing Customers Due to Poor Experiences
The more customers you drive away, the more revenue you lose.
Lacking Insights to Drive Real Improvements
You’re collecting data but need help turning it into actionable insight
Struggling to Create A Customer-Centric Culture
Silos and old habits keep getting in the way of putting customers first.
Lack of Alignment Between Sales & Operations
Finger-pointing is hurting employee morale.
Transform Your Customer Experience Challenges into Opportunities
Real-Time Insights
Our ExperienceConnect platform delivers actionable feedback with built-in tracking, showing you exactly how customer concerns are being addressed across your organization.
Flexible Feedback
Gather insights through phone, email, weblink, and text channels. Our Advanced Analytics service transforms this multi-channel data into clear performance insights for better decisions.
Export Support
Build a customer-centric culture with our comprehensive training programs, executive workshops, and employee engagement tools, backed by insights from over 1M B2B surveys.
Transforming CX Insights and Feedback
We help organizations turn customer feedback into measurable growth through our ExperienceConnect program—we know what drives loyalty in complex industrial relationships with over one million completed surveys.
End-to-End CX Solutions
From customer and employee feedback to hands-on training and market research, we provide comprehensive tools and support to enhance every aspect of your customer experience journey.
Proven CX Results
From customer and employee feedback to hands-on training and market research, we provide comprehensive tools and support to enhance every aspect of your customer experience journey.
Expert-Led CX Support
Our team provides dedicated guidance at every step, from implementation to ongoing optimization. We combine technology with human expertise to ensure you get maximum value from your CX program.
Industry-Led CX Approach
We specialize in B2B relationships, with deep expertise serving companies from $500M equipment dealers to $15B manufacturers. Our solutions are tailored to the unique needs of industrial and manufacturing businesses.
“When we started CX with The Daniel Group, everyone thought we were on a witch hunt! It’s not. It’s positive information. Dealers say, ‘I didn’t realize how valuable it is or how strong my relationship is with that customer. I’m not going to take it for granted.’”
– Executive at Thomas Built Buses
Real Results for Real Clients
HOLT CAT
The problem?
They were seeking change. The customer perception was that they were expensive and hard to do business with.
Communication gaps existed between what was promised and final invoices.
The Result?
NPS scores improved from low 70s to low 80s over 13 years. Rolled out customer feedback across all touchpoints and made customer experience a part of company culture.
Thomas Built Buses
The problem?
They needed better proactive communication throughout the bus delivery process.
Customers had to manually call for updates, indicating a service failure.
The Result?
Created a delivery communication system so customers don’t have to call. Even when delays happen, dealers report better relationships with customers.
Altec Industries
The problem?
They were looking for faster response to customer friction points and inconsistent performance across locations.
Licensing and titling processes were causing massive operational delays.
The Result?
Real-time feedback addresses customer complaints right away. Keeping track of location performance helps drive competitive improvement.
CX Workshops & Training
Our CX training and workshops equip leaders and frontline managers with the skills to elevate customer experience and drive lasting improvements across your organization. We provide tailored solutions to boost your CX efforts, from certification programs to executive workshops and hands-on manager training.
What Outcome Can You Expect?
Customer
Retention
Identify at-risk accounts early. Take necessary, targeted action to reduce churn and expand wallet share.
Actionable Insights to Drive Change
Go beyond metrics to uncover key CX drivers and detractors. Prioritize high-impact improvements.
More Referrals and Recommendations
Turn happy customers into advocates with NPS insights. Case studies and references can generate new business.
Elevated Brand Reputation
Deliver exceptional experiences to stand out from competitors. Become known as a CX leader.
Organizational Alignment
Unite leadership and frontline teams around the customer. Break down silos and instill a customer-first mindset.
Measurable ROI on CX Investments
Link CX initiatives directly to revenue, retention, and efficiency KPIs. Show the tangible business impact.
Ready to Make CX Your Unfair Advantage?
Partner with The Daniel Group and unleash the power of unrivaled customer experience. Our battle-tested approach has helped B2B titans like Caterpillar and Navistar dominate their markets. Turn satisfied customers into loyal advocates who drive sustainable growth.
The Daniel Group Difference
| The Daniel Group | Competitors |
| ✅ Omni-Channel Feedback platform Collect & analyze data across phone, email, SMS & web – all in one intuitive platform to help you transform CX insights and feedback. | ❌ Limited Survey Options Restricted to a narrow range of feedback collection methods, often only digital surveys. |
| ✅ Hands-On CX Consulting & Support Tap into the knowledge of seasoned CX professionals dedicated to your success. | ❌ Tech-Only Solutions Provide software with little strategic guidance or support for driving CX improvements. |
| ✅ In-Depth Analytics & Benchmarking Identify CX improvement opportunities & track performance vs. industry peers. | ❌ Basic Metrics & Reporting Offer surface-level data without deep insights or context to guide strategic CX decisions |
| ✅ Comprehensive Training & Education Build critical CX skills through practical workshops & certification programs. | ❌ Minimal Guidance Leave clients alone to figure out how to translate CX data into meaningful action. |
| ✅ Trusted By Top B2B & Industrial Brands Trusted by leading industrial brands to drive measurable CX results. | ❌ Lack B2B & Industrial Focus Offer generic, one-size-fits-all approaches that fail to address B2B industries’ unique needs |
| ✅ Transparent & Flexible Pricing Clear, value-based pricing with no hidden costs. Survey volume discounts available. | ❌ Hidden Fees and Complex Pricing Disguise actual costs with complicated pricing structures and sneaky upcharges. |
| ✅ Phone Survey Mastery Uncover deeper insights with our proven phone survey methodology and skilled interviewers. | ❌ Digital-Only Surveys Miss the depth and nuance that can only be captured through live conversations. |
Transform CX Insights and Feedback into Measurable Business Growth
Let’s deliver exceptional experiences that drive growth and customer loyalty. Transform your customer experience into an unstoppable competitive advantage and turn your CX vision into reality today.
Schedule a Consultation
Meet with a CX expert to discuss your specific goals and challenges. You’ll get an analysis of your customer experience and a list of key opportunities.
Get a Customized Plan
We’ll design a program to fit your needs, from survey methodology to analysis tools. Your plan will include metrics, benchmarks, and actionable strategies.
Drive CX Transformation
We’ll implement proven solutions across your organization based on your CX insights. Our team will help you unite your team around customer-centric goals
Frequently Asked Questions
Why is CX important for B2B companies?
Think about it—your B2B customers today expect the same smooth experience they get as consumers. When you get CX right, you build stronger relationships that last. Our most successful clients consistently outperform their competitors in revenue growth simply because their customers stick around and keep coming back.
How do I measure CX in my organization?
There’s no single magic metric—you’ll want to look at several key indicators. Start by gathering direct feedback through surveys after customer interactions. Keep an eye on basic support metrics like how quickly issues get resolved and how satisfied customers are. Over time, you’ll start seeing patterns in customer behavior that point to what’s working and what needs attention.
How can I get my whole organization aligned around CX?
Success starts with making CX a core part of your business strategy, not just a side project. This means weaving customer experience into everything you do – from how you develop products to how your teams communicate. The key is getting everyone on board, from leadership to frontline staff, and making sure they understand how their role impacts the customer.
What makes The Daniel Group different from other CX solutions?
Where other providers just hand you software and walk away, we’re with you every step of the journey. Our phone surveys dig deeper than typical online forms, our analytics help you spot real opportunities for improvement, and our training programs are specifically built for industrial and manufacturing companies like yours.
How quickly can we expect to see results?
Most of our clients see meaningful improvements within about 3 months. For instance, we recently helped a manufacturer cut customer complaints by 40% in just 90 days by implementing clearer standards and better communication processes.
What types of companies do you typically work with?
We focus on B2B industrial companies—that’s our sweet spot. Our clients range from $500M equipment dealers to $15B manufacturers, including industry leaders like Caterpillar, AGCO, and Navistar. We’re particularly experienced in manufacturing, heavy equipment, agricultural machinery, and industrial automation.
Caterpillar Inc., the world’s leading manufacturer of construction and mining equipment
Get Started Today
Let’s deliver exceptional experiences that drive growth and customer loyalty.