Customer Experience Expert Lynn Daniel Shares Insights on Entrepreneurism and Respect
Thedanielgroup.com
About the Guest(s):
Lynn Daniel is the CEO of The Daniel Group, a company he founded in 1989. With a background in management, consulting, corporate planning, and product management, Lynn has led The Daniel Group to specialize in helping B2B companies measure, manage, and improve customer experience since 2005. His firm works with clients such as AGCO, Navistar, Kuma, and 80% of Caterpillar dealers to enhance profitable and loyal customer relationships. Lynn holds a BA in Political Science from North Carolina State University and an MBA from the University of Virginia.
Episode Summary:
In this engaging episode of The Chris Voss Show, Lynn Daniel, CEO of The Daniel Group, shares insights on how his company focuses on customer experience consulting for B2B companies. He discusses the importance of customer service, the power of referrals, and the impact of emotional satisfaction on customer relationships. Lynn emphasizes the significance of leadership's role in shaping a company's commitment to customer experience and highlights the correlation between employee experience and customer experience for business success.
Key Takeaways:
* The Daniel Group specializes in measuring, managing, and improving customer experience for B2B companies.
* Customer satisfaction directly influences referrals, with highly satisfied customers being more likely to refer a company.
* Emotional satisfaction plays a crucial role in customer relationships, surpassing rational satisfaction in impact.
* Leadership commitment is essential in prioritizing customer experience within a company's strategic goals.
* There is a strong connection between employee experience and customer experience, highlighting the need for a positive work environment.
Notable Quotes:
* "One of the things we have learned is emotional satisfaction. How you feel about something is far more powerful by far than any kind of rational satisfaction."
* "There's such a strong connection between employee experience and customer experience. Ultimately, that's gonna backfire on you."
Don't miss out on the insightful discussion with Lynn Daniel on The Chris Voss Show as he delves into the world of customer experience, leadership, and employee engagement. Tune in to gain valuable insights and stay informed on the latest trends in customer service and business strategy.