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Want to Succeed in Customer Feedback? Get our monthly newsletter, 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. Learn from our insights to grow your Customer Experience program.


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Are You Using Humor in CX to Increase your Customer Loyalty?
January 2024

Are You Using Humor in CX to Increase your Customer Loyalty?

Want to make your customer experiences memorable at your company? Use humor. Why? Humor builds connections and relationships with your customers by bringing a smile to their faces each time they interact with your business. And 80% of customers were more likely to come back and refer their friends if the company uses humor in their sales and CX.

In my recent blog, Revisiting an Older Blog: Using Humor to Create the Unexpected Customer Experience, I discuss how we often overlook humor as a Customer Experience tool to build customer loyalty.

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Unlocking Success in the B2B Industry: The Power of Culture, CX, and EX
December 2023

Are You Using Humor in CX to Increase your Customer Loyalty?

Customer Experience doesn’t belong to a single department. While it is a strategy, providing great customer experience must become part of the DNA of the organization. This means that getting every employee involved is critical to CX success. From the frontline staff to the backend teams that develop products, processes, and policies, every individual contributes to customers’ overall perception of your brand. CX and EX go together. My two recent blogs focus on connecting culture and Customer Experience (CX) and Employee Experience (EX).

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Are you setting up your company for sustainable business growth with excellent CX?

 

November 2023
Are you setting up your company for sustainable business growth with excellent CX?
Excellent CX is the key to keeping your customers loyal and having them become your best sales team by telling others about you. In 2003, Fred Reichheld, a consultant with Bain & Company developed the Net Promoter Score.  He found that the NPS question (how likely are you to recommend) was strongly correlated with several business outcomes, most notably business growth.  Over the years, the connection between positive customer experiences and outcomes such as sales growth and customer retention has continually been seen.  In this issue of Success Strategies, I want to dig a bit deeper into the connection between customer experience and business growth, from Fred Reichheld’s perspective.

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CX Success Strategies Newsletter: Do you have an Effective CX Team to Grow Your Business?

October 2023

Do you have an Effective CX Team to Grow Your Business?

An effective CX Team is the key to growing your business and creating better customer experiences in your company. In my recent blog, Act on Customer Feedback the Right Way — Make Your CX Team Effective, I focus on the positive impact of acting on your feedback to improve your bottom line and the different areas you can house CX in your company (Marketing, Operations, and Continuous Improvement). Regardless of where you put CX, the company must prioritize the customer relationship for sustainable growth.

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