Lynn Daniel
Founder of The Daniel Group
The secret to happy customers is exceptional customer experience.
My mission is to provide businesses with the knowledge and tools they need to improve their service, making sure that customer satisfaction is central to their success - leading to increased loyalty and more referrals.
A FEW OF MY FAVORITE CLIENTS:
We partner with over 80% of the Caterpillar dealers in North America.
Transforming customer experience (CX)
Improving Service Quality And enhancing customer loyalty
lynn in action:
Things I love to talk about
What is Customer Experience?
Why has Customer Experience becoming more important now?
What are the key benefits from a better customer experience?
What are major challenges companies face when launching a Customer Experience program?
Why marketing needs to change to better utilize Customer Experience?
What do customers think about giving feedback?
Why do we still use phone as one of our feedback modes?
Key Focus areas for customer experience
CX Feedback, Management, & Analytics
The way you obtain and share feedback is central to your ability to improve customer experience. Developing a better experience for your customers takes more than survey data — it requires actionable insights. With ExperienceConnect, you can measure, manage and improve your client experience through technology. We understand that B2B businesses require a different approach to customer service than B2C companies. As a result, we developed ExperienceConnect with businesses like yours in mind. Our surveys inspire meaningful engagement with your customers.
Employee Feedback
Discover how to improve staff engagement. Motivated, empowered staff work hard for your customers — making employee engagement a key service metric. ExperienceConnect has employee engagement capabilities that help you understand your staff environment. Like our customer experience solutions, our employee engagement services provide critical insights. This information will help you find ways to enhance your staff environment.
Market Research
Discover which aspects of your customers’ experience have the most impact, to grow your business. Gain deep insights into your industry to connect with your customers in new ways. After we work with you to establish your research goals, we’ll conduct online research, phone interviews, surveys and focus groups. Our analysts will then give you detailed data and recommendations to guide your engagement strategy.
Value for your audience
Understanding Customer Loyalty: Lynn can explain how better customer experiences lead to more loyal customers, which is essential for a company's growth and success. He knows how to link improvements in customer experience to clear business results, like keeping more customers and making more sales.
Practical Customer Experience Strategies: Lynn offers practical advice and strategies to help improve customer service. He can guide listeners on important changes they need to make in their businesses to increase customer happiness.
Using Data to Make Decisions: Lynn emphasizes the importance of using data in customer experience. He can show businesses how to use feedback data to find out what needs to be improved and confirm that their customer experience efforts are working.
Real-World Success Stories: Lynn can share stories about how The Daniel Group has successfully changed customer experience for companies of all sizes. These examples show how his methods work and help make the ideas clearer and more practical for listeners.
Long-Term Benefits of Good Customer Experience: Lynn can discuss the ongoing advantages of investing in customer experience, like getting more customer referrals and growth from a solid reputation for excellent service.
Managing Customer Experience in Multiple Locations: For companies that operate in many places or globally, Lynn can provide strategies to make sure customer interactions are excellent everywhere.
Lynn Daniel
Meet Lynn Daniel
Lynn Daniel started The Daniel Group in 1989. His background includes management consulting experience as well as corporate planning and new product management positions with Rexham Corporation (now Rexam Corporation), and sales and sales management experience with Eli Lilly Company.
The Daniel Group provides strategic planning, research, and customer satisfaction measurement and management services. Clients of the firm include firms such as Navistar, AGCO, Okuma, and about 80% of the Caterpillar dealers in North America.
Lynn has written articles that have appeared in Long Range Planning, The Journal of Business Strategy, Industry Week, and The Business Journal. He has been quoted in publications such as the New York Times, INC Magazine, Charlotte Observer, and Business NC.
Lynn has served and continues to serve in numerous volunteer capacities. He has served on the boards of the Hornets’ Nest Girl Scout Council and WFAE, the local NPR affiliate in Charlotte. He is a past president of the North Carolina State University Alumni Association board.
