The TDG Blog
Practical insights on B2B customer experience — written by practitioners, not content marketers. Strategy, feedback programs, dealer networks, and what actually drives loyalty.
Empathy Is Rare in Business. That’s Exactly Why It Works.
Customer experience empathy isn’t a soft skill—it’s a competitive advantage. Learn how empathy drives loyalty, referrals, and retention, and what it actually lo…
Customer-Centered Training: How to Build Training That Sticks and Improves Customer Experience
Customer-centered training helps employees do more than follow steps. Learn how adult learning principles, customer context, and AI can improve training effecti…
Execution Is Where CX Lives
Customer experience strategy fails when frontline teams are not equipped to execute in real time. Effective frontline customer experience training builds confid…
Customer Experience for Frontline Employees: Why Good Training Matters
Frontline employees are the face of your customer experience. Effective CX training for frontline employees ensures teams are confident, empowered, and prepared…
CX = EX + OPX: The Hidden Formula That Changes Everything
Customer Experience doesn’t improve by accident. It happens when Employee Experience and Operational Excellence work together. Here’s how to use customer feedba…
Your Customer Experience Will Fail Without These Two Things
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…
Reliability Wins: The Real Driver of Customer Loyalty in 2026
In 2026, loyalty is built on reliability. Discover why consistency, kindness, and expertise—not delight—drive long-term customer loyalty.
Technology Changes: From Football Sidelines to CX
Technology has transformed football—and it’s transforming customer experience. Learn how real-time analytics and AI tools help CX leaders act with confidence.
How Better CX Builds More Referrals — and More Revenue
Welcome to Success Strategies! This month, I continue our multi-part series exploring how a more substantial customer experience directly drives measurable grow…
Why Root Cause Matters More Than Symptoms in Customer Experience
Customer issues are like a check-engine light. If you fix the symptom instead of the cause, the problem returns. Here’s why root cause analysis matters in CX.
How Better Customer Experience Builds Referrals in B2B Companies — Part 2
In Part 1, we explored how improved B2B customer experience (CX) drives measurable growth—higher retention, greater loyalty, and increased account revenue. But …
Why Now Is the Time to Double Down on Customer Feedback
When markets feel uncertain, great leaders listen more—not less. Here’s why doubling down on customer feedback creates strategic advantage.
CX That Pays: Turning Experience into Growth
Welcome to the November 2025 Edition of Success Strategies. This month, we’re focusing on the financial impact of consistently delivering excellent customer exp…
How Better Customer Experience Drives Growth in B2B Companies
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 n…
How Safety Values Illuminate the Path to CX Excellence, with Dr. John Kello – Part 1
In a conversation between Lynn Daniel and Dr. John Kello, the essence of organizational culture is explored, highlighting its significance in safety and custome…
How Customer Experience Impacts Your Bottom Line
Customer experience significantly impacts a company’s revenue. A poor experience can drive customers away, even if the product is satisfactory. While many…
From Soil to Service: What Farmers Can Teach Us About Serving Your Customers
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, I’ve s…
What We Miss When Customers Don’t Complain
A staggering 96% of dissatisfied customers remain silent, risking their loyalty and sharing negative experiences instead. The story of John the Farmer illustrat…
From Survey Scores to Service Wins: The CX Shift That Works
The August 2025 edition of Success Strategies emphasizes the difference between mere survey collection and effective customer experience (CX) improvement progra…
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. Anne…
Do You Have a Survey Process or a CX Improvement Program?
Many companies confuse customer experience (CX) improvement with simply conducting surveys. Despite a high number of surveys, CX quality is declining, with few …
How Very Small CX Improvements Drive Big Customer Wins Now!
Welcome to the July edition of Success Strategies! First, I would like to discuss my latest blog, “CX, Continuous Improvement, and the Little Big Things,&…
CX, Continuous Improvement, and the Little Big Things
The blog emphasizes the significant impact of minor details, like phone routing and signage, on customer experience. It illustrates this with a personal RV repa…
Did You Know Safety Practices Can Help You Improve CX?
In the June 2025 edition of Success Strategies, Lynn Daniel emphasizes the importance of recognizing “near-miss” moments in customer feedback to enh…
Let’s Use Safety Protocols to Help You Create CX Protocols!
The concept of ‘near misses’ in safety highlights potential issues before they escalate, a principle that can enhance customer experience (CX). By a…
Digital, Phone, or Both?
In the May 2025 edition of Success Strategies, Lynn Daniel highlights the importance of selecting the right method for customer feedback. While digital surveys …
Customer Feedback That Really Fuels Change: Why the Survey Format Matters!
Recently, I’ve been hearing from clients and prospects alike that they want something better from their customers, the kind of insights that can’t always be cap…
Five CX Performance Elements that Turn Your Customers Off
Customer interactions shape perceptions of a business, affecting loyalty and satisfaction. Key pain points, derived from 20 years of customer feedback analysis,…
Five CX Performance Elements that Excite Your Customers
The analysis of customer feedback reveals five key performance elements that significantly enhance service experiences and boost Net Promoter Scores (NPS). Thes…
Learn How Strategic Communication in CX Can Transform Your Business in 2025!
Welcome to Success Strategies: December 2024 As we get closer to the end of the year, I am reflecting on the rich conversations and actionable insights I’…
Strengthen Your Marketing Strategy with Customer Retention
Welcome to The Daniel Group’s Latest Edition of Success Strategies: Nov. 2025 Are you looking to boost referrals and maximize your marketing ROI? My lates…
Need Another Arrow in Your Marketing Quiver? Increase Customer Referrals!
Increase Customer Referrals and Improve your Marketing Strategy Companies spend significant sums on customer acquisition strategies and less on customer retenti…
Navigating Social Class in the Workplace
Breaking Class Barriers: with Anna Kallschmidt, Ph.D. In this interview with Lynn Daniel, Dr. Kallschmidt shares insights from her research on the unwritten rul…
Good Survey Question Design Helps You Get Better Customer Feedback
Good Survey Question Design Helps You Get Better Customer Feedback Good survey question design is the key to getting the most out of business intelligence tools…
Maximize Your Customer Feedback with Smart Survey Design
Welcome to Success Strategies: August 2024 We are in the dog days of summer. As we move into the last months of 2024, you may consider designing or redesigning…
Navigating Economic Shifts: Tracing the Evolution of CX from Agrarian Roots to the Industrial Service Economy
Navigating Economic Shifts: Tracing the Evolution of CX from Agrarian Roots to the Industrial Service Economy In this video blog, Lynn Daniel, Founder and CEO, …
Transforming Customer Experience at Wagner Equipment: Insights from Kestly Miller
Transforming Customer Experience at Wagner Equipment: Insights from Kestly Miller In this interview, Lynn Daniel and Kestly Miller, Customer Experience Manager …
Insights on CX
Welcome to Success Strategies: July 2024 In this edition, I examine the evolution of CX from both practical applications and historical perspectives and share h…
What’s Next in B2B CX?
Video Transcript: Welcome. I wanted to try something different this month. So rather than writing a blog, I am recording a video of a blog. So I hope you like i…
The Power of Consistency and Communication
Explore construction excellence in our latest episode of the Construction Champions Podcast featuring Lynn Daniel. Host Ron Nussbaum leads an enlightening discu…
Measure Your Customer Referrals for Maximum Impact in Three Easy Steps Now!
Welcome to Success Strategies | May 2024 Measure Your Customer Referrals for Maximum Impact in Three Easy Steps Now! “The purpose of business is to create…
Want to Improve CX Significantly? Look at Your Frontline Communication!
Want to Improve CX Significantly? Look at Your Frontline Communication! Intuitively, we recognize the pivotal role of communication in delivering a memorable c…
The Challenge of Building a Stronger CX Culture
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 clien…
Why Do We Still Use the Telephone for Market Research?
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 …
Are You Using Humor in CX to Increase your Customer Loyalty?
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 conn…
Revisiting an Older Blog: Using Humor to Create the Unexpected Customer Experience
We all appreciate an excellent customer experience, but what truly sets an experience apart is how it makes us feel. Unfortunately, the emotional aspect of cust…
Unlocking Success in the B2B Industry: The Power of Culture, CX, and EX
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, provi…
Customer Experience and Employee Experience — Both Matter in Your Company
Customer Experience and Employee Experience — Both Matter in Your Company Customer experience is the word you hear a lot these days. Companies are paying attent…
B2B Industry Culture: What Should You Do for Business Success?
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 c…
Sustainable Business Growth is Achievable with Excellent CX!
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 custome…
Why the Customer Experience After the Sale is Crucial for Your Business Success
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 loyal…
Do you have an Effective CX Team to Grow Your Business?
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 bet…
Feedback radically transforms HOLT CAT over 13 years
Edward Craner, SVP of Strategy and Marketing, HOLT CAT, shares how they have transformed their company with feedback over the past 13 years. Lynn Daniel (00:03)…
Improved daily customer interactions set Navistar apart
Trish Reed, VP Zero Emissions, Navistar, discusses how CX is not about the score, or about managing performance of a dealer. “CX is about us learning toge…
Fred Reichheld on CX: An Exclusive Three-Part Conversation
In this three-part video series, Lynn Daniel, Founder & CEO, of The Daniel Group, interviews Fred Reichheld, Bain fellow, founder of the loyalty practice at…
Act on Customer Feedback the Right Way — Make Your CX Team Effective
Act on Customer Feedback the Right Way — Make Your CX Team Effective Have you ever wondered how to act on customers’ feedback to ensure they stick around?…
Are Your CX Improvement Efforts Measurable? Yes!
Welcome to Success Strategies | August 2023 Are Your CX Improvement Efforts Measurable? Yes! When an organization launches a CX improvement effort, it is often …
What We’ve Learned to Help Clients Generate NPS Growth!
What We’ve Learned to Help Clients Generate NPS Growth! At The Daniel Group, we truly have learned how to help our clients generate NPS growth. How do we …
Are You Losing Customers and Hurting Your Brand Because of Poor CX?
Welcome to Success Strategies | July 2023 Are You Losing Customers and Hurting Your Brand Because of Poor CX? Is poor CX causing customer loss and brand damage?…
Your Brand and Customer Experience: Is CX part of your brand now?
Your Brand and Customer Experience: Is CX part of your brand now? Too often, for B2B managers, the idea of a brand is just the logo and tagline. Customer Experi…
Have you given your team clear directions for CX?
Welcome to CX Success Strategies | June 2023 Have you given your team clear directions for CX? Establishing clear directions for CX is crucial in any business u…
4 Ways CX Governance Can Transform Your Customer Experience Strategy
4 Ways CX Governance Can Transform Your Customer Experience Strategy What happens when the senior executives have not defined how the organization’s Custo…
CX Frontline Training: Are You Improving Your CX With Training?
CX Frontline Training: Are You Improving Your CX With Training? Learning the technical skills needed for your job is important. So are those so-called “so…
Customer Service Training—Not Right Now, I’m Too Busy doing it Wrong!
Customer Service Training—Not Right Now, I’m Too Busy doing it Wrong! Is your team too busy to get customer service training, but your CX performance is n…
What Makes Customers Feel Important?
What Makes Customers Feel Important? Hear from a CX Research Analyst “I think that’s one of the biggest things I see is that personal touch, and fo…
What’s on Your Marketing Agenda for 2023?
Welcome to Success Strategies! What’s on Your Marketing Agenda? How Can Better CX Help Marketing? Making your marketing dollars more effective is on every…
Simple Steps to Start or Reinvigorate your B2B CX Program!
Simple Steps to Start or Reinvigorate your B2B CX Program! Whether you need to start or reinvigorate your B2B CX program, there are simple steps to take your bu…
THANK YOU for your continued loyalty and faith in us in 2022!
Welcome to Success Strategies! From everyone at The Daniel Group, we’d like to say THANK YOU for your continued loyalty and faith in us. It’s been a…
What Did We Learn to Improve CX? – The Daniel Group 2022 Client Conference
What Did We Learn to Improve CX? – The Daniel Group 2022 Client Conference Our annual conference theme, Dollars & Sense, suggests the two primary foci…
Is your CX program just running in the background? It shouldn’t be!
Is your CX program just running in the background? It shouldn’t be! Your CX program isn’t something you can just “turn on” and forget. T…
Comprehensive CX Improvement Strategies for Your Business.
CX Improvement in Three Steps: Measure, Manage, and Improve CX Improvement is imperative for businesses today. And while most companies would say they do just t…
Does Emotionally Engaging with Customers Matter? You Bet!
Does Emotionally Engaging with Customers Matter? You Bet! Are you reaping the benefits of emotionally engaging your customers? As you probably already know, emo…
Is Improving Your CX Part of Your Marketing Plan? It must be in 2023!
Success Strategies | August 2022 Is Improving Your CX Part of Your Marketing Plan? It must be in 2023! As you begin thinking about how to make your company grow…
A Tale of Two Customer Feedback Responses
A Tale of Two Customer Feedback Responses How do you feel about a company after they respond to you about your feedback? Heard? Appreciated? You might even f…
CX is a cornerstone of the culture at Carter Machinery
CX Success Stories – Carter Machinery Bryan Gregory, Leader, Customer Experience, discusses how they are making CX a cornerstone of the culture at Carter …
Finding the balance between negative and positive feedback for greater success
Finding the balance between negative and positive feedback for greater success Welcome to Success Strategies | June/July 2022 You can’t become discouraged…
Why do we focus on the negative? How to gain a better balance in your CX program!
Why do we focus on the negative? How to gain a better balance in your CX program! Having a successful CX program is not all about fixing problems. It is also ab…
Grow your Business Exponentially by Improving your Customer Experience!
Grow your Business Exponentially by Improving your Customer Experience! Welcome to the May 2022 edition of Success Strategies. This edition continues our focus …
Great Customer Experiences: The Key to Business Growth
Great Customer Experiences: The Key to Business Growth Did you know that providing consistently great customer experiences will grow your business? But, does yo…
For Referral Marketing to Succeed, you need Excellent CX First!
For Referral Marketing to Succeed, you need Excellent CX First! This edition of Success Strategies focuses on growing your business through referral marketing w…
Top 3 Customer Experience Building Blocks to Grow Your Business!
Top 3 Customer Experience Building Blocks to Grow Your Business! My last blog, Three Tips to Fire Up Your Customers to be Your Best Sales Force!, included how t…
Three Tips to Fire Up Your Customers to be Your Best Sales Force!
Three Tips to Fire Up Your Customers to be Your Best Sales Force! At The Daniel Group, we are learning more and more about referral activity in the B2B world, a…
Is Your Customer Feedback Program Really Making Your Company Better?
Is Your Customer Feedback Program Really Making Your Company Better? Customer feedback is a critical aspect of making your company better. Allowing customers to…
Asking Customers for a High CX Score? It’s Not a Good Idea!
Asking Customers for a High CX Score? It’s Not a Good Idea How often have you been to a service provider and asked to give a high CX score on your custome…
Top 5 Reasons Your Customer Feedback Program Won’t Result in Real Changes
Top 5 Reasons Your Customer Feedback Program Won’t Result in Real Changes Many companies have customer feedback programs, and most of them are gathering d…
Ready to Take Your Business to the Next Level? Focus on Customer Experience!
Ready to Take Your Business to the Next Level? Focus on Customer Experience! The start of a new year is the perfect time to focus on Customer Experience. Regard…
Top Three Reasons To Start a Customer Experience Program
Top Three Reasons To Start a Customer Experience Program The Daniel Group’s extensive CX data effortlessly reveals the top three reasons to start a Custom…
The power of conversation
Joy, Research Analyst, The Daniel Group Joy, long-time Research Analyst at The Daniel Group, discusses the power of conversation and how The Daniel Group survey…
The Great Resignation Doesn’t Have to Happen at Your Company!
The Great Resignation doesn’t have to happen at your company! We’ve all heard about or experienced “The Great Resignation” with employee…
Phone? Web? Email? Text? What’s the best way to get feedback?
Welcome to Success Strategies What’s the best way to get feedback? Is it phone, web, email, or text? Well, unfortunately, there is no one correct answer. …
CX Approaches to Gathering Feedback Need to Expand
CX Approaches to Gathering Feedback Need to Expand It is an understatement to say that COVID has fundamentally changed almost everything, including how we do bu…
Customer Loyalty: Let’s Talk About 8
“What’s wrong with an 8?! Some people just don’t give 9’s and 10’s.” I’ve heard this question often from companies who measure customer loyalty or customer sat…
B2B Customer Feedback Surveys – Practical Tips to Improve Your Program Now
B2B Customer Feedback Surveys – Practical Tips to Improve Your Program Now Excellent B2B Customer Feedback surveys must start with thinking about what you…
What are the Best Practices for Customer Feedback Analytics Tools?
What are the Best Practices for Customer Feedback Analytics Tools? New business intelligence tools (BI) like Power BI and others have made it even easier for yo…
Engaged Employees Will Make Your Company Hum Like a Fine-Tuned Engine!
A common question we hear from our clients is “So, how do I get employees more engaged?” Before we get too far down the road on this question, let me intr…
Your Customers Will Pay More For Better Customer Experience!
Welcome to Success Strategies! Yes, your customers will be pay up to 55% more for better Customer Experience (Defaqto Research). Let’s talk about how pric…
Customer Experience and Price: Is Price Really That Important to Customers?
Yes, the title of this blog is provocative, intentionally so. How does Customer Experience and Price really impact your NPS®? Yes, price does matter, but less t…
Ready to Expand your Business with Customer Experience Consistency?
Customer Experience Consistency is the sum of small efforts repeated day in and day out. Name one fast-food restaurant that provides a consistent, superior cust…
Top Four Tips to Build Powerful and Consistent Customer Experiences
Top Four Tips to Build Powerful and Consistent Customer Experiences Powerful and Consistent Customer Experiences matter for one simple reason—consistency helps …
Want your Customer Feedback scores to go up by 6 points?
Welcome to Success Strategies Want your Customer Feedback scores to go up by 6 points? We’ve learned through our extensive research that this is just wha…
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