The Challenge of Building a Stronger CX Culture At this year’s annual client conference, the theme, Building a Strong CX Culture, resonated with our clients. Over two and a half days, we navigated the complexities of nurturing a culture that champions customer-centricity and helps move industrial businesses toward sustainable success. This blog delves into the nexus between culture and CX and the key learnings and strategies from industry leaders and experts at the conference. Why Focus on Culture and CX? While many of our clients have significantly improved processes and systems to create bet ..read more

Why Do We Still Use the Telephone for Market Research? When presenting to a prospective client, I am often asked this question—Why phone? Given all the digital survey options from email, text, QR codes, etc., why do you still use the phone? This is a fair question. I want to outline why we use the telephone for much of our Market Research. This blog is especially worth reading if you consider implementing a CX feedback program or changing your existing one. To Understand Why the Phone Fits Well, You Need to Understand the Markets We Serve We serve OEMs and value-added dealers selling products ..read more

Are You Using Humor in CX to Increase your Customer Loyalty? Want to make your customer experiences memorable at your company? Use humor. Why? Humor builds connections and relationships with your customers by bringing a smile to their faces each time they interact with your business. And 80% of customers were more likely to come back and refer their friends if the company uses humor in their sales and CX. In my recent blog, Revisiting an Older Blog: Using Humor to Create the Unexpected Customer Experience, I discuss how we often overlook humor as a Customer Experience tool to build customer lo ..read more

Unlocking Success in the B2B Industry: The Power of Culture, CX, and EX Customer Experience doesn’t belong to a single department. While it is a strategy, providing great customer experience must become part of the DNA of the organization. This means that getting every employee involved is critical to CX success. From the frontline staff to the backend teams that develop products, processes, and policies, every individual contributes to customers’ overall perception of your brand. CX and EX go together. My two recent blogs focus on connecting culture and Customer Experience (CX) and Employee E ..read more

Customer Experience and Employee Experience — Both Matter in Your Company Customer experience is the word you hear a lot these days. Companies are paying attention more than ever to it. The main reason is that customers want great experiences when they buy. Yes, quality, price, and other factors come into play, but “The Experience” is becoming more critical. To illustrate, SuperOffice did a study of over 1,200 companies. Almost 46% of respondents mentioned customer experience as a top priority over the next five years. Some companies overlook the importance of employee experiences to making CX ..read more

Holiday Wishes from our Families to Yours! During the holiday season our thoughts turn gratefully to those who have made our progress possible. In that spirit, we created a video conveying our heartfelt wishes for you and your loved ones during this holiday season, featuring contributions from our team members and their families. The post Happy Holidays from The Daniel Group appeared first on The Daniel Group ..read more

B2B Industry Culture: What Should You Do for Business Success? Culture is often a puzzling influence on business success. In this blog, I explore B2B industry culture and offer suggestions to improve it. Since 2005, The Daniel Group has partnered with B2B clients to improve their customer experiences. We are pleased to see the progress our clients have made. However, over the past few years, some clients “hit a wall” in their improvements. They made many changes to their processes and systems, which resulted in improvement. However, these changes only take the company so far. Among those compa ..read more

Welcome to Success Strategies Are you setting up your company for sustainable business growth with excellent CX? Excellent CX is the key to keeping your customers loyal and having them become your best sales team by telling others about you. In 2003, Fred Reichheld, a consultant with Bain & Company developed the Net Promoter Score.  He found that the NPS question (how likely are you to recommend) was strongly correlated with several business outcomes, most notably business growth.  Over the years, the connection between positive customer experiences and outcomes such as sales gro ..read more

Why the Customer Experience After the Sale is Crucial for Your Business Success Customer Experience after the sale will make or break the customer’s loyalty. Gaining new customers can be 5 to 10 times more expensive than selling to existing customers, and on average, current customers tend to spend 67% more than newcomers to your business. For example, after you’ve sold a product, the CX doesn’t end there. We have all purchased a product, got it home, and what happened after the purchase negatively or positively affected our view of the company. Unfortunately, I suspect a negative experience h ..read more

Welcome to Success Strategies! Do you have an Effective CX Team to Grow Your Business? An effective CX Team is the key to growing your business and creating better customer experiences in your company. In my recent blog, Act on Customer Feedback the Right Way — Make Your CX Team Effective, I focus on the positive impact of acting on your feedback to improve your bottom line and the different areas you can house CX in your company (Marketing, Operations, and Continuous Improvement). Regardless of where you put CX, the company must prioritize the customer relationship for sustainable growth. I f ..read more