Customer Feedback

You need insights you can act on – and that takes a consistent, end-to-end process. Leading B2B companies trust our ExperienceConnect Customers program to help them measure, manage, and improve their customer experience.

With the ExperienceConnect—Customer group of services, you can tap into your customers’ experience with your business. Our representatives will closely partner with you to discover how your clients feel about their experience with you. Then, you’ll use the ExperienceConnect platform to manage and analyze the data we collect. Using insights from our research, we’ll help you build a comprehensive strategy for improving your customer experience.

Our B2B customer experience strategy development process starts with close collaboration. We’ll work with you to develop a customer survey strategy from the ground up. After we determine your goals, we’ll design a survey tailored to your business approach and audience.

We deliver value to our customers through our selection of survey formats. While many services require you to use a single survey format, we believe that every business requires a unique approach. As our client, you can combine phone, email, and weblink surveys as you wish to get the insights that you need. Learn more about each data collection method:

Phone

Many of our customers use phone surveys because of their depth of information and accessibility. Since phone calls involve a back-and-forth interaction, our analysts can get rich data from your consumers. During each phone survey, our team members will note key themes in the customer’s answers to use for analysis later. We record each call and make the files available on your ExperienceConnect platform.

Email

Email surveys enable you to reach a large number of customers at an affordable price point. They can also capture details on a variety of transaction types. At The Daniel Group, we know how to develop emails that will improve your chance of survey engagement. Our survey emails allow the customer to answer the first question in the email, then continue the survey on the web.

Weblink

A weblink survey works well when you want to collect data from a wide audience. Embed the survey on your webpage to engage consumers after a purchase or get a general opinion. Our team can help you determine an ideal page on your website for adding your survey.

As customers complete your surveys, we’ll send the data to the ExperienceConnect portal. This platform will display your results in an intuitive interface that includes real-time alerts. With ExperienceConnect, you can access your data from anywhere with an internet connection on your computer or mobile device.

With your survey results at hand, we’ll combine the power of people and data to develop a customer experience strategy. Our representatives will partner with you to analyze your information and find actionable insights. We’ll use our expertise to help you build new ways to serve your customers.

Let’s work together to find out what keeps your customers engaged. For more information about our customer feedback process, please contact us today.

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