Our approach
Whether through our CX improvement programs, market research, or employee engagement work, we always begin with the desired outcomes in mind. Ensuring our clients’ outcomes are clearly understood helps us be a more effective partner.
We are your full-service partner
Our comprehensive approach distinguishes us from other software companies, solution providers, or consulting firms. We know that only implementing a software program to gather feedback is insufficient to improve CX. Real improvement requires the involvement of knowledgeable professionals. You will be assigned a Client Success Manager as your single point of contact when working with us. You always have access to our senior managers—anytime!
To further meet client needs, we offer a range of CX training through The Daniel Group CX Institute. We designed this training to support your CX improvement efforts throughout the organization.
As your CX partner, we are there for the long haul. We work with you to get the program set up and launched, and continue to provide support and insights.
We provide actionable feedback
We provide actionable feedback, either from customers or employees, through our ExperienceConnect platform. Insights cover all phases of the customer experience, from initial purchase through product use, thus providing a comprehensive view of customer perceptions and feelings about the products and services they receive.
Since great customer experiences start with engaged employees, we also gather feedback from employees throughout their journey – from initial hire and onboarding to ongoing engagement and exit interviews.
We provide multi-mode interview options
This flexibility means we can offer phone, email, weblink, kiosk, or text surveys through our ExperienceConnect portal. For your customers, this means they can give their feedback in the manner that best suits them. This capability is a feature no other provider offers.
For over 35 years, we’ve been helping B2B companies measure, manage, and improve their customer and employee experiences.
Our Clients
Over 80% of Caterpillar dealers in North America, as well as manufacturers, value-added distributors, heavy equipment dealers, and service companies across transportation, construction, energy, agriculture, and industrial sectors trust us for their CX feedback programs.
Get Started Today
Let’s talk about creating great experiences!