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Leadership

  • Lynn is a national expert in B2B customer service with a background in management consulting, corporate planning, and new product management. Before founding The Daniel Group in 1989, he held management positions at Rexam Corporation and sales roles at Eli Lilly Company.

    Lynn specializes in team-based strategic planning for companies and non-profits, market research, and improving customer retention. He is a past president of the North Carolina State University Alumni Association board and serves on the boards of WFAE, the National Public Radio station in Charlotte and the NC State University Foundation. He holds a BA (With Honors) from NC State University and an MBA from the University of Virginia.

    Lynn speaks regularly on customer engagement and loyalty at industry conferences and meetings, including MHEDA, The Caterpillar North American Dealer Marketing Association, the Northeastern Material Handling Dealer Group, and various regional product marketing conferences for Caterpillar. For speaking engagements, call 704-749-5018.

    His articles have appeared in Customer Experience Magazine, Long Range Planning, The Journal of Business Strategy, and The Business Journal. He has been quoted in the New York Times, Business NC, CBS MarketWatch, and INC.

  • President and COO
    704-816-7703

    Doug is responsible for executing the firm’s major activities and helping set its long-term strategic direction.

    With 15 years of experience in revenue growth and operations, primarily in financial services, Doug previously served as SVP of Marketing at Bank of America Merchant Services. Before that, he held management roles at Bank of America, focusing on product innovation, business development, and corporate strategy.

    He began his career in investment banking, working on mergers and acquisitions for technology clients. Doug is also a Board of Trustees member at Thompson Child & Family Focus in Charlotte, NC, and holds a Bachelor of Arts degree in Psychology from Davidson College.

Management Team

  • CX Improvement Manager
    980-357-4624

    Kim Battles is our new CX Improvement Manager, helping clients measure, manage, and enhance their customer experience. She leads the design, launch, and operation of CX feedback and improvement programs. Previously, Kim was the Director of Customer Experience at Thompson Tractor. She has experience in CX, project management, training, and event planning. Kim is a certified TBM Lean Consultant and holds an Associate’s Degree in Accounting.

  • Employee Success Manager
    704-248-9107

    Stephanie has ten years of experience with The Daniel Group, bringing over a decade of experience in education and the furniture industry. She graduated from the University of North Carolina at Greensboro with a BA in Art Education and Design.

  • Client Success Manager
    704-749-5029

    Lisa manages day-to-day operations for our clients and supervises a team of analysts. She has over 13 years of experience with The Daniel Group. Before joining, Lisa served as Director of Housing and Judicial Affairs at the University of South Carolina – Aiken. She holds an M.S. in Adult and Technical Education and a B.S. in Medical Technology, both from Marshall University.

  • Research Analysts Manager
    704-248-9119

    Wendy manages research personnel, including recruiting, training, evaluation, scheduling, and maintaining quality assurance for staff interviews. She also handles daily client support and manages data quality and frequency.

    Before becoming Research Manager, Wendy was a Research Team Leader with The Daniel Group. She attended East Carolina University and brings over 18 years of experience with US Airways, where she worked in customer service operations and retail marketing.

  • Business/Digital Marketing Manager

    Kris oversees daily financial responsibilities, online advertising, content creation, social media management, SEO, website development/management, and brand image through engaging digital products.

    Before joining The Daniel Group, Kris was Communications Manager at Thompson Child & Family Focus. She has over 20 years of experience in nonprofit management and communications.

    Kris serves on the Board of Directors of The Museum of the Waxhaws and is a member of the Town of Waxhaw’s Historic Preservation Commission. She holds a Bachelor’s Degree in Business Administration from Montreat College (summa cum laude), a graduate certificate in Web Development from East Carolina University, and a Graduate Certificate in Technology and Communication from UNC-Chapel Hill.

  • Sr. Data Analyst

    Robyn handles client data analysis, process automation, and data engineering. Her advanced Excel skills and troubleshooting abilities aid in custom report creation, data cleansing, complex calculations, and procedure streamlining.

    Before joining The Daniel Group, Robyn was a Data Analyst and Programmer at Duke Energy, Wells Fargo, and Bank of America, where she was known as the go-to person for Microsoft Excel and MS Office automation. Robyn began her data analysis career over two decades ago after graduating from the University of Georgia with a degree in International Business, focusing on Management Information Systems.

  • Customer Insights Manager

    Ed helps clients quickly and easily understand and use customer feedback by generating insights through reporting, analytics, and data visualization. Before joining The Daniel Group, he worked as an Innovation Implementation Consultant and Product Management Analyst at METLIFE. Ed holds a Bachelor’s degree in Mathematics from Davidson College.

Technical Team

Our Technical Team is a group of highly skilled professionals who enhance client experiences through innovative technology. Our team is responsible for developing and managing our premier online client portal, ExperienceConnect. This platform is expertly designed to provide clients seamless access to our services, ensuring an intuitive and efficient user experience. Additionally, the Technical Team creates in-depth analytical dashboards that offer clients precise and actionable insights into their data. These tools are crucial for strategic decision-making and optimizing client outcomes. 

Business Analyst Support Team

  • Mary Katherine Frick

    Business Support Analyst
  • Erica Lashbrook

    Business Support Analyst
  • Sr. Business Support Analyst

    Jennifer is our first line of support for our team of over 60 Research Analysts. She assists with problem-solving related to our online portal and client surveys. Additionally, Jennifer participates in software update testing and troubleshooting as an ExperienceConnect user expert. She also supports our Client Success Managers on Research Management Projects and handles more complex client surveys.

    Before joining The Daniel Group in 2014, Jennifer served in the United States Air Force and later worked for US Airways Express. She has extensive experience in customer service, with a firm belief in “Service Before Self.”

Research Analysts

We are extremely proud of our team of over 75 Research Analysts who conduct customer surveys by phone, manage the routing of inbound leads, and analyze data. All are U.S.-based and work remotely from home offices.

Over 90% of our Research Analysts possess a four-year undergraduate degree, with the majority having professional experience in corporations and other work environments requiring a high standard of writing and oral communication skills.

Our team is thoroughly trained and understands the industrial landscape you operate in. They speak your customers’ language – including Spanish and French.

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