The Daniel Group

The Daniel Group We help industrial businesses measure, manage, and improve customer experience. Our work is primarily with business-to-business companies.

The Daniel Group provides a range of consulting and research services designed to help companies improve customer service.

After 600,000+ B2B customer surveys, we found something most CX teams miss:NPS doesn't move because of what you sell.It ...
06/05/2026

After 600,000+ B2B customer surveys, we found something most CX teams miss:

NPS doesn't move because of what you sell.
It moves because of how you communicate.

Satisfaction takes 12 quarters to correlate with NPS.
Communication correlates instantly — at 0.80.

Swipe through for the data, the lag gap, and 4 things to do Monday morning ↓

Full study →
https://bit.ly/CX_Communication

First Fridays returns today, June 5, 12 noon.Nolan Nichols (Founder, A Million Dreams) and Bryan Gregory (VP CX Solution...
06/05/2026

First Fridays returns today, June 5, 12 noon.

Nolan Nichols (Founder, A Million Dreams) and Bryan Gregory (VP CX Solutions, The Daniel Group) on what great CX leaders do differently — and what it takes from teams, budgets, and incentives.

One hour. Free. Anyone working in CX.

Friday, June 5 · 12:00 PM ET · Microsoft Teams

Register: https://bit.ly/First_Fridays_June_5

Myth: Better products drive higher NPS.Data: In 600,000+ B2B surveys, how you communicate predicts NPS faster — and more...
06/04/2026

Myth: Better products drive higher NPS.

Data: In 600,000+ B2B surveys, how you communicate predicts NPS faster — and more strongly — than product, price, or response time.

Communication-to-NPS correlation: 0.80, immediately.
Satisfaction-to-NPS correlation: 0.79, after 12 quarters.

Product still matters. But if NPS is flat this quarter, communication is the lever.

Full study →
https://bit.ly/CX_Communication

A question I get from CX leaders more than any other:"Should we incentivize CX behaviors?"The honest answer is: it depen...
06/04/2026

A question I get from CX leaders more than any other:

"Should we incentivize CX behaviors?"

The honest answer is: it depends on what you are trying to produce.

Incentives work when the behavior is concrete, measurable, and inside the employee's control. They distort when any of those three are missing — the team starts optimizing for the metric instead of the customer.

This is one of the things Nolan Nichols and I will be unpacking on Friday at noon ET. Where incentives help, where they hurt, and how to tell the difference before you roll one out.

Register here: https://bit.ly/First_Fridays_June_5

What separates good customer experience from extraordinary customer experience?That is the question Nolan Nichols and I ...
06/03/2026

What separates good customer experience from extraordinary customer experience?

That is the question Nolan Nichols and I will spend an hour on this Friday.

First Fridays — June 5, noon Eastern. Free. One hour.

A few of the things we will get into:

• What customer feedback actually means to executives
• Whether incentivizing CX behaviors helps or distorts
• How loyalty shows up in the budget
• Leadership patterns that transform a business

If that hour belongs on your calendar, register here: https://bit.ly/First_Fridays_June_5

"In customer experience, it's communication, communication, communication."Real estate has its mantra. After 600,000+ B2...
06/03/2026

"In customer experience, it's communication, communication, communication."

Real estate has its mantra. After 600,000+ B2B surveys, we have ours.

Product, price, and quality matter. But communication is the variable that predicts NPS faster than any of them.

Here's the data →
https://bit.ly/CX_Communication or link in bio.

"Communication matters right now. Not later."Satisfaction takes 12 quarters to correlate with NPS at 0.79.Communication ...
06/02/2026

"Communication matters right now. Not later."

Satisfaction takes 12 quarters to correlate with NPS at 0.79.

Communication correlates at 0.80 — immediately.

If you want NPS to move this quarter, this is the lever.

The full study →
https://bit.ly/CX_Communication or link in bio.

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400 Clarice Avenue, Ste 200
Charlotte, NC
28204

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Tuesday 9am - 5pm
Wednesday 9am - 5pm
Thursday 9am - 5pm
Friday 9am - 5pm

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