B2B Customer Feedback
Business to Business Customer Service Solutions
At the Daniel Group, we believe in the power of customer feedback. With customer satisfaction research, you can see if your company delivers the right experience. However, it can become difficult for B2B companies to develop a customer experience program that gets results.
Our ExperienceConnect solutions simplify the customer feedback process using personalized guidance.With dedicated customer service and intelligent software, we make it easy to understand your clients’ opinions. Your partners from The Daniel Group will work with you every step of the way to ensure you get the most out of your feedback data.
Business Continuity Updates
March 23, 2020
As we affirmed in our Business Continuity Update last week, The Daniel Group remains open to support your critical customer experience feedback programs. With that said, many of you may or already are operating in a very different business environment than even a week ago. To reflect this new reality, we have a few important points we’d like to share READ MORE
March 18, 2020
On behalf of The Daniel Group, we hope this note finds you, your families, and your businesses safe and well. As we enter uncharted territory for the North American and global economies due to the impacts of the novel coronavirus, we are providing the following Business Continuity Update.
The Daniel Group plans to support your critical customer experience feed back programs with no interruptions or changes to the service quality levels you’ve come to expect from us. READ 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 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 also 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. We’ll help you with:
- 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
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:
- Phone: Our team will use approachable and professional language to help your customers feel at ease during phone surveys.
- Email: We’ll develop an engaging email survey that makes the feedback process convenient for your clients.
- Weblink: With a web-based survey, we’ll help you place a link where your customers have the highest chance of clicking it.
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.
Learn How You Can Improve Your Customer Experience With Smart Insights
Let’s work together to find the best B2B customer satisfaction solution for your business. Get in touch with us using our online contact form for more information about our services.
Get our EBOOK: Why B2B customer feedback programs fail (and how to make yours succeed)
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. Read more.
Why choose ExperienceConnect?
Accurate, real-time customer feedback
- Concise, customer-friendly branded surveys
- Mobile-friendly emails
- Phone calls through our friendly in-house team
Respond to feedback nimbly
- Objective actionable insights into the right hands
- In-depth reporting and analytics
- Custom email alerts, follow-up workflows, CRM integration
Take the guesswork out of knowing what your customers want you to improve.
ExperienceConnect empowers you to measure, manage, and improve your customer experience and your business. Most importantly, we help leading B2B companies obtain honest, effective feedback while experiences are still fresh in their customers’ minds.
Motivated, empowered staff work hard for your customers – making employee engagement a key service metric.
Discover which aspects of your customers’ experience have the most impact to grow your business.
Build and execute a strategic plan based on the leadership, culture, and offerings unique to your business.
See ExperienceConnect in action:
Our dedicated team make us different.
Experience the joy of having a single source of contact and real human partner.
- Full set-up of your customized feedback program
- Survey design and question selection
- Dedicated analyst
- Ongoing support
“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.”
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.