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CX = EX + OPEX: Improving Customer Experience - The Daniel Group
CX = EX + OPEX: Improving Customer Experience - The Daniel Group
Customer Experience doesn’t improve by accident. It happens when Employee Experience and Operational Excellence work together. Here’s how to use customer feedback as the answer key to strengthen both.
Customer Experience Insights for Leaders | CX Pulse - The Daniel Group
Customer Experience Insights for Leaders | CX Pulse - The Daniel Group
Each short video delivers focused customer experience insights you can apply immediately, from doubling down on feedback in uncertain markets to
Your Customer Experience Will Fail Without These Two Things - The Daniel Group
Your Customer Experience Will Fail Without These Two Things - The Daniel Group
Many customer experience efforts fail not because teams don’t care—but because leadership hasn’t aligned vision with frontline authority. Without both, even the best CX initiatives stall. Here’s what organizations must get right to make improvement stick.
CX Institute
CX Institute
CX Pulse: Why Root Cause Matters More Than Symptoms in Customer Experience- YouTube
CX Pulse: Why Root Cause Matters More Than Symptoms in Customer Experience- YouTube
Enjoy the videos and music you love, upload original content, and share it all with friends, family, and the world on YouTube.
CX Pulse: Technology Changes: From Football Sidelines to Customer Experience | The Daniel Group- YouTube
CX Pulse: Technology Changes: From Football Sidelines to Customer Experience | The Daniel Group- YouTube
Enjoy the videos and music you love, upload original content, and share it all with friends, family, and the world on YouTube.
CX Success Strategies December 2025
CX Success Strategies December 2025
Welcome to Success Strategies! This month, I continue our multi-part series exploring how a more substantial customer experience directly drives
The Daniel Group Announces Major Expansion of CX Institute, Launches SMS Feedback Capability, and Opens Registration for 2026 “Amplifying the Customer’s Voice” Conference - The Daniel Group
The Daniel Group Announces Major Expansion of CX Institute, Launches SMS Feedback Capability, and Opens Registration for 2026 “Amplifying the Customer’s Voice” Conference - The Daniel Group
The Daniel Group expands CX Institute with new options, launches SMS feedback, and opens registration for the 2026 CX Conference.
How Better Customer Experience Builds Referrals in B2B Companies — Part 2 - The Daniel Group
How Better Customer Experience Builds Referrals in B2B Companies — Part 2 - The Daniel Group
In Part 1, we explored how improved B2B customer experience (CX) drives measurable growth—higher retention, greater loyalty, and increased account
CX That Pays: Turning Experience into Growth - The Daniel Group
CX That Pays: Turning Experience into Growth - The Daniel Group
Welcome to the November 2025 Edition of Success Strategies. This month, we’re focusing on the financial impact of consistently delivering excellent
How Safety Values Illuminate the Path to CX Excellence, with Dr. John Kello - Part 1 - The Daniel Group
How Safety Values Illuminate the Path to CX Excellence, with Dr. John Kello - Part 1 - The Daniel Group
In a conversation between Lynn Daniel and Dr. John Kello, the essence of organizational culture is explored, highlighting its significance in safety and customer experience. Dr. Kello defines culture as an organization's personality, emphasizing core values as fundamental for decision-making and alignment. The discussion focuses on bridging safety culture insights to improve customer experience effectively.
How Better Customer Experience Drives Growth in B2B Companies - The Daniel Group
How Better Customer Experience Drives Growth in B2B Companies - The Daniel Group
In today's B2B landscape, customer experience has become one of the few remaining levers of real differentiation. Competing on product or price alone is
Do You Have a Survey Process or a CX Improvement Program? - The Daniel Group
Do You Have a Survey Process or a CX Improvement Program? - The Daniel Group
Many companies confuse customer experience (CX) improvement with simply conducting surveys. Despite a high number of surveys, CX quality is declining, with few organizations truly focused on enhancing customer interactions. Successful CX programs involve thoughtful feedback collection, senior leadership engagement, and a commitment to continuous improvement, not just metrics.
What We Miss When Customers Don’t Complain - The Daniel Group
What We Miss When Customers Don’t Complain - The Daniel Group
A staggering 96% of dissatisfied customers remain silent, risking their loyalty and sharing negative experiences instead. The story of John the Farmer illustrates this: overwhelmed by a lack of support, he didn't voice his concerns. Companies must encourage open communication to identify issues and retain customers before it's too late.
Listening to the Customer: Inside Okuma Americas
Listening to the Customer: Inside Okuma Americas
In this episode, Lynn Daniel interviews Annette Carroll from Okuma Americas, discussing the company’s transformation from noodle-making to CNC innovations. Annette emphasizes the importance of customer feedback through NPS in enhancing service and product quality. The conversation explores evolving manufacturing expectations and the future of digital customer experience strategies.
From Soil to Service: What Farmers Can Teach Us About Serving Your Customers - The Daniel Group
From Soil to Service: What Farmers Can Teach Us About Serving Your Customers - The Daniel Group
Welcome to the September 2025 edition of Success Strategies. From Soil to Service: What Farmers can teach Us About serving your customers Over the years,
CX Blog
CX Blog
Customer Feedback
Customer Feedback
Our ExperienceConnect Program Creating loyal customers is key to success in B2B companies. Why? B2B customers typically buy complex and expensive
CX Education and Coaching
CX Education and Coaching
Introducing the CX Institute at The Daniel Group, your one stop for CX Education for you and your team. We offer training programs to help executives, CX
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