In the past, the makers of industrial equipment created differentiation mostly through product innovation. Engineering and design capabilities have improved throughout the world, focusing only on product innovation became more challenging. The competition just got better!
High quality, competitive products came from around the world and not just a few countries. Managers started to realize that product innovation was the ante to enter the competitive game; winning involved more differentiation than just innovation. Business leaders began to pay more attention to improving customer experience as a critical differentiation in Industrial Equipment.
If your business has yet to implement a customer experience program or you are less-than-pleased with the program you have in place, The Daniel Group is here to help. Our ExperienceConnect application creates a customer experience program designed with the needs of your business in mind. Read on and learn more.
Why CX Matters to the Industrial Equipment Industry
Customer expectations in the industrial equipment industry are changing.
In the past, heavy equipment and machinery companies found success by offering high quality, innovative products at a competitive price. While quality, innovation, and price still matter, customers are looking for other things as well. They want a great customer experience to go with it. For example, a 2018 survey of 1,000 decision-makers at B2B companies found that slow response from suppliers was a primary pain point. Twice as many decision-makers were concerned about the speed of response as were concerned about price.
Paying attention to the concerns of customers has paid off for those in the industrial equipment industry. McKinsey, the company behind the survey, noted that improving operational performance, such as by enhancing responsiveness to customers, increased customer satisfaction. In turn, an increase in customer satisfaction leads to a reduction in churn by as much as 15%. Companies that improved their interactions and speed based on customer feedback are also up to 40% more likely to succeed in winning bids. Many companies saw up to a 50% reduction in the cost of serving customers, all thanks to acting on customer feedback.
What The Daniel Group Has to Offer Industrial Equipment Companies
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 Industrial Equipment Market
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.
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.