Take the guesswork out of knowing what your B2B customers want you to improve. Use feedback to take action!
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.
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“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.”
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.
Client Success Stories
Ready to Learn More?
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.
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:
Our team will use approachable and professional language to help your customers feel at ease during phone surveys.
We’ll develop an engaging an survey by email, web, and text that makes the feedback process convenient for your clients.
With blending channels, we gather feedback by phone, email, web, and text depending on your company’s needs and your customers’ preferences.
Ready to improve your CX program? Read our Ebook
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.
Why choose ExperienceConnect for B2B 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
Respond to feedback quickly
- Objective actionable insights into the right hands
- Comprehensive, intelligent reporting and analytics
- Custom email alerts, follow-up workflows, CRM integration
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.
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.
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.