When you’re in the business and technology service industry, you’re in the business of helping other businesses succeed. Your company might provide the software that allows a business to sell its products online, or you might offer the cloud-based infrastructure that keeps other companies ticking. Your business might offer advertising and marketing services, fulfill staffing needs or provide legal advice to other companies.
No matter what your area of expertise is, you’re in a growing and vital industry. The total revenue produced by cloud service companies worldwide is expected to be $249.8 billion in 2020. With the anticipated growth comes an anticipated increase in competition. As new competitors enter the market, it’s up to you to find ways to make your company stand out and to retain your customers and attract new ones.
Implementing or upgrading a customer experience (CX) program at your company is one way to stay ahead of the curve and to continue to best the competition.
Why Business and Technology Services Companies Should Care About CX
Seeing how your customers feel by conducting interviews and surveys and by gathering feedback is one way to improve your customer retention rate. A customer experience program can give you the big picture, showing you areas where multiple customers might have an issue or concern, such as slow response times or ineffective customer service. It can also highlight areas where your company is performing well, allowing you to zero in on those areas.
When you boost your customer retention rate or increase overall customer satisfaction and loyalty, you’re will increase your company’s revenues. Companies with the highest levels of customer satisfaction typically see revenue growth that is 2.5 times faster than those with lower satisfaction levels. Even a small increase in customer retention rates (5%) can lead to an increase in profit between 25 and 95%.
Providing an excellent customer experience to your clients will increase your company’s referral rate. If your customers are happy with what you’re offering and the way you provide it, they’ll be more likely to tell their associates and colleagues. Many B2B decision-makers begin the process of finding new vendors by gathering recommendations and referrals from others.
The better your customers’ satisfaction levels, the more likely they are to recommend you to others of their own initiative.
Finally, a customer experience program can lead to an increase in overall sales for your company. The reason for this is simple: Customers prefer to work with businesses that take their needs and concerns seriously. Learning what your company’s weak points are and making every effort to strengthen them strengthens your customers’ loyalty.
What Can The Daniel Group Offer Your Company?
At this point, you might be ready to jump in and start a customer experience program, or you might be interested in presenting the idea to other decision-makers at your company during the next meeting. Perhaps you’ve tried to collect feedback in the past, but it didn’t quite work out the way you wanted. Customers might not have responded to your queries, or maybe they responded too slowly. They may have found the questions you asked confusing or irrelevant.
Whether you’re launching a new customer experience program or need help reviving a stagnant one, you want to turn to a company that has years of experience and expertise in the field. The Daniel Group only works with B2B companies and has three decades of experience crafting customer feedback and survey programs. We’re ready to help your company get started with customer experience or expand an existing program.
If you’re looking for a partner that can help your company make sense of its survey data and figure out what to do next, then you want to partner with The Daniel Group. Since 2005, The Daniel Group has been helping industrial equipment companies manage, manage, and improve customer experience and customer satisfaction.
Extensive Knowledge of the Business and Technology Industry
The Daniel Group has been focused on helping B2B companies improve their customer experience for the past 30 years. We work with clients who provide business and technology services, manufacturers and value-added distributors. Our B2B clients provide services to sectors ranging from agriculture to energy and from transportation to construction. Since we only work with business-to-business clients, we are skilled at recognizing the particular needs of business customers and effectively interact with customers in multiple business setting.
The Daniel Group serves approximately 75% of all Caterpillar dealers in North America as well as AGCO and other OEMs. Over the years, we have become skilled at interacting with the types of customers your business and your dealers serve. By working only with specifically B2B industries focusing on manufacturers, business and technology, transportation and logistics, and industrial equipment, we’ve been able to develop and operate effective customer feedback solutions for our partners. Some of the companies on our client list include:
Custom, High-Quality Feedback from multiple channels
There’s no “one-size-fits-all” when it comes to effective manufacturing customer surveys. Behind every survey conducted on behalf of your business by The Daniel Group is an educated and highly-trained Client Success Manager. For our phone surveys, we have a team of more than 60 analysts who perform phone interviews and analyze the data they collect during surveys.
We design a feedback approach that meets your needs and those of your customers. Whether it is a phone, email, or hybrid feedback collection approach, we can design a program that works. We also know that providing exceptional customer experiences means having engaged employees. We also offer employee surveys, giving companies insight into what their team members are thinking and feeling. Thus, providing opportunities to improve employee engagement, and in turn, create a better customer experience.
Our goal is to help you use what you gather from customer surveys to design a better customer experience for your clients. A combination of industry knowledge, an experienced team, actionable insights, and a focus on best practices allow us to help you.
Actionable Insights: Data You Can Use
Conducting surveys and performing interviews are only the beginning steps to take along the customer experience journey. The next phase is to figure out what to do with the information you’ve gathered. When a customer rates their satisfaction level at a 6 or 7, what does that 6 or 7 mean? Our analysts ask questions in follow up that get the customer to dig deeper and ultimately provide you with actionable insight.
We seek to discover the “why” behind the customer’s experience. We ask respondents to provide a numerical rating on a scale of 1 to 10. Next, we go deeper. We’ll ask what they think went well during their most recent transaction. Were they happy with response time? Do they feel that your company appropriately addressed all of their concerns?
During each survey, our analysts categorize customers’ comments, which helps you quickly see where you’re doing well and where there is potentially room for improvement. Some of the categories our team are likely to use include:
- Ease of contact
- Knowledge and professionalism
- Responsiveness of your company
If you know exactly where there’s room for growth and improvement, you can focus on those areas. Making changes to your operations based on what customers say helps you prove to them that you value the relationship. Over time, it will help to increase their loyalty to you and potentially make them more likely to refer business associates and colleagues to your company.
How Do You Know If It Is Time to Consider ExperienceConnect?
ExperienceConnect is The Daniel Group’s customer experience management platform. It’s a secure, cloud-based robust feedback-as-a-service platform that provides a complete view of your organization, particularly your progress with customer experience. The platform incorporates two of The Daniel Group’s primary services: customer feedback and employee feedback. There are multiple benefits to using ExperienceConnect that can help you determine if the software platform is the right choice for your manufacturers, business and technology, transportation and logistics, or industrial equipment company. Before looking at the specifics of the software program, let’s take a look at a few signs that it might be time to consider implementing a customer feedback program in the first place.
Using ExperienceConnect can illuminate your customer’s thoughts and feelings to you. If you’re not sure how your clients view a particular service or whether they wish your company was doing something better, the platform can provide for you.
Often, logistics and transportation companies begin using ExperienceConnect and start working with The Daniel Group after trying to implement their own in-house feedback program. If you aren’t getting results from your current feedback and survey program, it can be helpful to try something new.
Features and benefits of ExperienceConnect include:
- Customizable: ExperienceConnect is meant to be tailored to your company’s specific needs and to your current budget. You can start with one level of service and scale up when and if needed. You can also use your brand’s logo with the platform. You have the option of adjusting survey type and frequency as needed, too.
- Integrates with your CRM: ExperienceConnect can connect with pretty much any customer relationship management program, including SalesForce, ACT, SAP and Microsoft Dynamics.
- Robust Reporting: The platform lets you download your data to Excel and allows you to track KPIs or improvements based on location.
- Real-time access to survey data: Using ExperienceConnect, you can listen to the surveys our analysts conducted with your customers and read their feedback. You also have the chance to respond directly to concerns and issues brought up in the surveys.
- Relationship surveys: Although you might initially want to collect information and feedback after a single transaction, with ExperienceConnect, you have the option of taking a “big picture approach” to get a sense of customers’ impressions over multiple interactions. Relationship surveys help you evaluate the strength of your company’s relationships with individual clients, allowing you to do damage control or work on mending a fractured relationship.
Finally, if you’re looking for a way to set your company apart from others in the logistics and transportation industry, using a dedicated customer experience platform can help. You can track your results and see improvement in real-time so you can stay on target when it comes to reaching your customer satisfaction and customer experience goals.
Start Working With The Daniel Group Today
Manufacturers, business and technology, transportation and logistics, and industrial equipment companies have partnered with The Daniel Group to gain a better understanding of what their customers are thinking and feeling every step of the way.
Learn more about how our market expertise, professionalism, and responsiveness can help you put a customer experience program in place that helps your business grow and thrive.
Watch a live demo of the program to see how it functions and how your company can use it.
If you’re ready to jump in and get started with ExperienceConnect, contact us today.
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.