CHARLOTTE, N.C., Sept. 22 /PRNewswire/ -- For business-to-business industrial companies, it's more important than ever to keep your existing clients. Service revenue is keeping many companies alive while equipment sales sag during the recession. Listening to customers has become a necessity, not an option.
As a result, companies like The Daniel Group in Charlotte, N.C., and its service improvement program called ServicePerformance® are making news. The company was recently featured in EHS Today, a publication that highlights management strategies for health and safety professionals in manufacturing, construction and service industries.
"Through hundreds of thousands of interviews with business customers, we've found traits for great customer service that apply to every industrial company," says Director of Business Development Meredith Ritchie. "The key to great customer service is consistency and the sharing of customer feedback among all levels of a company. It requires clear communication with customers about what to expect. Technicians and others on the front line need to have the authority to respond to customers' feedback immediately. Companies can create a strong service culture by using positive customer feedback to recognize technicians for a job well done."
The EHS Today article, at http://tiny.cc/7c7qx , looked at how ServicePerformance offers B2B companies a way to measure, manage and improve their customer satisfaction. The Daniel Group's professional and highly trained interviewers collect customer feedback. Real-time survey results are delivered online to the client for immediate response, increasing sales, referral and retention rates. The interview method is tailored specifically for the B2B market, with a niche focus on B2B industrials such as heavy construction equipment dealers.
Founded in 1989, The Daniel Group provides strategy, research and customer satisfaction services to business-to-business companies. The company's ServicePerformance program is employed by over half of the Caterpillar dealers in North America. For white papers and more information on customer retention strategies, see http://www.thedanielgroup.com.
SOURCE The Daniel Group
