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Company Description
The Daniel Group is a Charlotte, North Carolina–based customer experience (CX) technology and consulting firm that helps industrial and manufacturing companies turn feedback into measurable business growth. Founded in 1989, the company is best known for ExperienceConnect, its secure, cloud-based, omni-channel feedback platform that captures customer and employee insights via phone, email, SMS, and web, then delivers real-time dashboards, role-based alerts, case tracking, and benchmarking to drive action. Recognized for deep sector expertise in manufacturing, heavy equipment, agricultural machinery, and industrial automation, The Daniel Group serves a who’s who of B2B brands and is trusted by roughly 75–80% of North American Caterpillar dealers, as well as AGCO, Navistar (IC Bus), Blue Bird, Okuma, and others. With more than one million B2B surveys completed and a reputation for “phone survey mastery,” the firm uncovers nuanced insights that digital-only approaches often miss, and complements its technology with Advanced Insights, Embedded—custom analytics and highly visual dashboards powered by Microsoft Power BI—so leaders can identify CX drivers, quantify ROI, and prioritize high-impact improvements. Beyond feedback programs, The Daniel Group provides market research, employee feedback, and hands-on consulting to close the loop, align sales and operations, and build customer-centric cultures. Its CX Institute delivers certifications, executive workshops, and frontline manager training, and the company convenes annual client conferences to share best practices and peer benchmarks. Client outcomes include sustained NPS improvement, higher retention and referrals, and better cross-functional alignment; for example, HOLT CAT improved NPS from the low 70s to low 80s over 13 years by embedding feedback across touchpoints, while Thomas Built Buses and Altec streamlined communications and accelerated resolution of customer friction points. Transparent, flexible pricing, expert-led implementation, and an industrial B2B focus distinguish The Daniel Group as a strategic partner for organizations seeking to elevate service quality, protect revenue, and convert CX insights into durable competitive advantage.
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