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.

First Fridays: September 4, 12 PM ETGet a preview of one of our CX Conference 2026 keynote speakers — live, and free.Dr....
09/04/2026

First Fridays: September 4, 12 PM ET

Get a preview of one of our CX Conference 2026 keynote speakers — live, and free.

Dr. Anna Kallschmidt, industrial-organizational psychologist and founder of The Unwritten Way, joins First Fridays this month to talk about leadership behavior, workforce culture, and the CX it creates.

If you've ever wondered why two teams with the same process deliver completely different customer experiences, this is the conversation for you.

📅 Friday, September 4
🕐 12:00 PM ET
📍 Free and open to everyone

Register: https://bit.ly/FF_Sept_26 or link in bio

An 8 out of 10. No 10s anywhere on the survey.If your performance system only rewards 9s and 10s, that number looks like...
08/29/2026

An 8 out of 10. No 10s anywhere on the survey.

If your performance system only rewards 9s and 10s, that number looks like a problem.

In the latest episode of The CX Breakdown, Kim Battles and Lisa Lyle break down a real heavy equipment service survey where an "8" was actually one of the best signals a dealer could get.

Here's why: this same customer rated his experience a 2 back in 2022 — after a failed repair, weeks of downtime, and getting charged twice for the same problem.

An 8 today isn't mediocrity. It's a customer who went from a 2 to an 8 after the dealer fixed what actually mattered.

The lesson: don't coach your customers on the scale. Read the comments. Check the history. The number is the headline — the comments are the story.

Read the full breakdown: https://bit.ly/CX_Breakdown_2_FB

An 8 out of 10. No 10s anywhere on the survey.If your performance system only rewards 9s and 10s, that number looks like...
08/28/2026

An 8 out of 10. No 10s anywhere on the survey.

If your performance system only rewards 9s and 10s, that number looks like a problem.

In the latest episode of The CX Breakdown, Kim Battles and Lisa Lyle break down a real heavy equipment service survey where an "8" was actually one of the best signals a dealer could get.

Here's why: this same customer rated his experience a 2 back in 2022 — after a failed repair, weeks of downtime, and getting charged twice for the same problem.

An 8 today isn't mediocrity. It's a customer who went from a 2 to an 8 after the dealer fixed what actually mattered.

The lesson: don't coach your customers on the scale. Read the comments. Check the history. The number is the headline — the comments are the story.

Read the full breakdown: hhttps://bit.ly/CX_Breakdown_2_FB or link in bio.

Below is a summary of the results from our latest All Client Research Report. If you would like a copy of the report, s...
08/28/2026

Below is a summary of the results from our latest All Client Research Report. If you would like a copy of the report, send me an email. [email protected]

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400 Clarice Avenue, Ste 200
Charlotte, NC
28204

Opening Hours

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

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