Articles

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.

The TDG Blog

Revenue Leakage: The Hidden Cost of Poor B2B Customer Experience

New Industrial CX Book, B2B NPS Research, and July 2026 Updates from The Daniel Group

How Communication Drives Customer Experience and NPS

Empathy Is Rare in Business. That’s Exactly Why It Works.

Your CX Training Isn't Working. Fix This First.

Customer-Centered Training: How to Build Training That Sticks and Improves Customer Experience

Execution Is Where CX Lives

Execution Is Where CX Lives

Customer Experience for Frontline Employees: Why Good Training Matters

CX = EX + OPX: The Hidden Formula That Changes Everything

Your Customer Experience Will Fail Without These Two Things

Reliability Wins: The Real Driver of Customer Loyalty in 2026

Technology Changes: From Football Sidelines to CX

How Better CX Builds More Referrals — and More Revenue

Why Root Cause Matters More Than Symptoms in Customer Experience

How Better Customer Experience Builds Referrals in B2B Companies — Part 2

Why Now Is the Time to Double Down on Customer Feedback

CX That Pays: Turning Experience into Growth

How Better Customer Experience Drives Growth in B2B Companies

How Safety Values Illuminate the Path to CX Excellence, with Dr. John Kello - Part 1

How Customer Experience Impacts Your Bottom Line

From Soil to Service: What Farmers Can Teach Us About Serving Your Customers

What We Miss When Customers Don’t Complain

From Survey Scores to Service Wins: The CX Shift That Works

Listening to the Customer: Inside Okuma Americas

Do You Have a Survey Process or a CX Improvement Program?

How Very Small CX Improvements Drive Big Customer Wins Now!

CX, Continuous Improvement, and the Little Big Things

Did You Know Safety Practices Can Help You Improve CX?

Let's Use Safety Protocols to Help You Create CX Protocols!

Digital, Phone, or Both?

Customer Feedback That Really Fuels Change: Why the Survey Format Matters!

Five CX Performance Elements that Turn Your Customers Off

Five CX Performance Elements that Excite Your Customers

Learn How Strategic Communication in CX Can Transform Your Business in 2025!

Strengthen Your Marketing Strategy with Customer Retention

Need Another Arrow in Your Marketing Quiver? Increase Customer Referrals!

Navigating Social Class in the Workplace

Good Survey Question Design Helps You Get Better Customer Feedback

Maximize Your Customer Feedback with Smart Survey Design

Navigating Economic Shifts: Tracing the Evolution of CX from Agrarian Roots to the Industrial Service Economy

Transforming Customer Experience at Wagner Equipment: Insights from Kestly Miller

Insights on CX

What's Next in B2B CX?

The Power of Consistency and Communication

Measure Your Customer Referrals for Maximum Impact in Three Easy Steps Now!

Want to Improve CX Significantly? Look at Your Frontline Communication!

The Challenge of Building a Stronger CX Culture

Why Do We Still Use the Telephone for Market Research?

Are You Using Humor in CX to Increase your Customer Loyalty?

Revisiting an Older Blog: Using Humor to Create the Unexpected Customer Experience

Unlocking Success in the B2B Industry: The Power of Culture, CX, and EX

Customer Experience and Employee Experience — Both Matter in Your Company

B2B Industry Culture: What Should You Do for Business Success?

Sustainable Business Growth is Achievable with Excellent CX!

Why the Customer Experience After the Sale is Crucial for Your Business Success

Do you have an Effective CX Team to Grow Your Business?

How HOLT CAT Transformed Customer Experience Over 13 Years

Improved daily customer interactions set Navistar apart

Fred Reichheld on CX: An Exclusive Three-Part Conversation

Act on Customer Feedback the Right Way — Make Your CX Team Effective

Are Your CX Improvement Efforts Measurable? Yes!

What We've Learned to Help Clients Generate NPS Growth!

Are You Losing Customers and Hurting Your Brand Because of Poor CX?

Your Brand and Customer Experience: Is CX part of your brand now?

Have you given your team clear directions for CX?

4 Ways CX Governance Can Transform Your Customer Experience Strategy

CX Frontline Training: Are You Improving Your CX With Training?

Customer Service Training—Not Right Now, I'm Too Busy doing it Wrong!

What Makes Customers Feel Important?

What's on Your Marketing Agenda for 2023?

Simple Steps to Start or Reinvigorate your B2B CX Program!

THANK YOU for your continued loyalty and faith in us in 2022!

What Did We Learn to Improve CX? - The Daniel Group 2022 Client Conference

Is your CX program just running in the background? It shouldn't be!

Comprehensive CX Improvement Strategies for Your Business.

Does Emotionally Engaging with Customers Matter? You Bet!

Is Improving Your CX Part of Your Marketing Plan? It must be in 2023!

A Tale of Two Customer Feedback Responses