I’ve spent a lot of time this month thinking about small moments. The ones that feel minor when they happen but end up defining how a customer feels about a company. A phone call answered well or badly. A root cause hiding behind a symptom. A conversation at a conference booth that turns into something bigger. I want to walk you through everything on my mind this month: a new CX Pulse episode, a new podcast called The CX Breakdown, where two of our team members are going next week, why you need to attend our CX conference in Charlotte this October, and a new training module that can improve how your company’s phones are answered.
CX Pulse Episode 6: Revenue Leakage — The Hidden Cost of Poor B2B Customer Experience
Revenue leakage is the hidden cost of being hard to do business with. It is the money that slips away when customers experience frustration, lose confidence, ask for discounts, reduce their spending, or quietly move business elsewhere.
And often, it does not happen all at once.
It happens a little at a time.
Introducing The CX Breakdown: My New Podcast With Kim Battles and Lisa Lyle
We are excited to launch something new: The CX Breakdown, a video and audio series where my research analysts talk through real customer experience stories from B2B companies.
In Episode 1, Kim Battles and Lisa Lyle walk through a customer running 60 to 70 forklifts who had given the same dealer a flat 5 or 6 out of 10 for two years straight — not angry, not complaining, just quietly unsatisfied. By this year, that same customer was giving perfect 10s. What changed? Someone picked up the phone and actually listened.
Kim and Lisa will represent The Daniel Group at the 71st NAWIC National Annual Conference, taking place August 12–15, 2026, in Reno, Nevada. Hosted by the National Association of Women in Construction, it’s one of the premier events in the industry, with more than 700 construction professionals gathering for development, networking, and innovation.
Watch or Listen to Episode 1 →
A New Way We’re Helping Dealerships Fix Their Weakest Link: Ultimate Call Handling
We hear the same complaint from dealership leaders constantly: calls get mishandled, customers get transferred into nowhere, and nobody follows up on the promise to call back.
So we’ve built Ultimate Call Handling — a short, simulation-based CX Institute module employees can complete at their own workstation, not pulled off the floor for a training session. It’s a micro-module, but we designed it for immediate impact: employees practice real dealership call scenarios — equipment down, a frustrated customer, an unclear transfer — and build the skills to handle them well before a real customer is on the other end of the line.
Explore Ultimate Call Handling →
Join Us in Charlotte This October
CX Conference 2026: Amplifying the Customer’s Voice brings two days of keynotes, peer roundtables, and case studies for B2B CX leaders. We will share what we have learned, and you will have the opportunity to interact with and learn from CX practitioners.
Oct 20–21, 2026 | Charlotte, NC
This year’s speakers include Caley Edgerly, President & CEO of Sonny Merryman, and Dr. Anna Kallschmidt, Founder of The Unwritten Way. Space fills up fast, so grab your seat now.
Register for the 2026 Conference →
None of these are really four separate stories to me. They’re the same story: the small moment where we either pay attention or we don’t. A call. A score we could dismiss as “fine.” A root cause we could ignore in favor of a quick fix. I’d love to hear which of these resonates most with what you’re seeing in your own organization.
Lynn Daniel, Founder & CEO, The Daniel Group
Frequently Asked Questions
- What is revenue leakage in B2B customer experience?
- Revenue leakage is the hidden cost of being hard to do business with. It is the money that slips away gradually when customers experience frustration, lose confidence, ask for discounts, reduce their spending, or quietly move their business elsewhere. Unlike a lost deal that shows up in a report, revenue leakage is invisible — it accumulates across small moments of friction over time.
- What is The CX Breakdown podcast?
- The CX Breakdown is a video and audio series produced by The Daniel Group in which research analysts Kim Battles and Lisa Lyle discuss real customer experience stories from B2B companies. Each episode traces what changed — and why — often revealing that a single behavior shift, like someone picking up the phone and actually listening, drove dramatic improvements in customer scores.
- What is Ultimate Call Handling training for dealerships?
- Ultimate Call Handling is a short, simulation-based micro-module from The Daniel Group's CX Institute. Dealership employees complete it at their own workstation — not pulled off the floor. It puts employees through realistic phone scenarios including equipment-down calls, frustrated customers, and unclear transfers, so they build the instincts to handle real calls well before a customer is on the other end of the line.
- When and where is the CX Conference 2026?
- CX Conference 2026: Amplifying the Customer's Voice takes place October 20–21, 2026, in Charlotte, NC. The two-day event features keynotes, peer roundtables, and case studies for B2B CX leaders. Confirmed speakers include Caley Edgerly, President & CEO of Sonny Merryman, and Dr. Anna Kallschmidt, Founder of The Unwritten Way.