Gold

Lynn Daniel

MBA

CEO and Founder

The Daniel Group

Country or state

United States

Available to

North America,

Australia & New Zealand,

...

City

Charlotte, NC

Fee

Languages

English

Volunteer

Yes

Timezone

America/New_York

Personal Details

Bio

The Daniel Group provides services to help B-to-B companies measure, manage and improve customer experience. Our proven ExperienceConnect CX Improvement program is deployed by more than 75% of the Caterpillar dealers in North America and at AGCO Corp., Okuma America, Thomas Bus/Freightliner, Wiese Material Handling, among others.

I am a results-oriented partner who enjoys working with clients who want to create more loyal customers. Our firm has over 1 million interviews in our database from which to draw ideas and insights.

My specialties are improving the B2B customer experience, developing strategies to improve customer retention, and providing specialized market research to help companies understand customer behaviors.

Lynn Daniel is available for speaking engagements focused on improving the customer experience, customer retention, and the value of better CX for a company.

Caterpillar is a registered trademark of Caterpillar, Inc. Okuma Americas is a registered trademark of Okuma, Inc.

Current position (1)

CEO and Founder

The Daniel Group

Degrees (2)

MBA

Darden School, University of Virginia

1974 to 1976

Political Science

NC State University

1970 to 1974

Presentations

Presentations (1)

Improving Customer Experience: Why and Why Now

The talk focuses on how service can be an important strategic differentiator when real product differentiation is harder to sustain. It also focuses on how loyal customers can become a very strong element in your company's marketing plan.

Workshops (1)

What We Have Learned from Our B-to-B Clients

1 hour

I outline some key things our clients have done to improve CX. The presentation includes key business outcomes our clients have realized from improved CX. I also focus on the performance elements that both turn on and turn off clients, which comes from our research with our clients. The workshop is interactive, and I encourage questions during the workshop.

Past talks (1)

Creating a Better Customer Experience, Now and in the Future

Southeastern Caterpillar Dealers Product Support Conference

St. Louis

December 31, 2014

All (2)
Videos (1)
Photos
Slides (1)

Lynn Daniel, Founder & CEO, The Daniel Group, B2B CX Expert

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AED Summit, 2025

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Books & Articles (5)

Strengthen Your Marketing Strategy with Customer Retention

Getting Sales and Marketing Ready for Today's Buyers

Five Performance Elements that Excite Your Customers

Five Performance Elements That Turn Off Your Custdomers

Great Customer Service Does Create Referring Customers

Expertise (10)

Business

Manufacturing

Logistics and transportation

Technology

Clients

International Motors (formerly Navistar), Okuma America, Thomas Bus, Blue Bird Bus, AGCO Corp., numerous Caterpillar dealers

Awards & certifications (2)

Inc. 5000

Inc. Magazine

2013

Inc. Regional Award Winner

Inc Regionals

2025

Reviews

Testimonials (2)

Lynn Daniel is an expert on Customer Experience and using surveys to monitor and improve performance. His company was a pioneer in utilizing surveys to not only monitor NPS but also to improve NPS using tactical methods to get customer feedback out to employees that can most use that feedback. I rely on his experience and always appreciate listening to his wisdom and unique point of view.
Marty Yuzwa
Verified
Lynn brings an exceptional blend of passion, expertise, and strategic insight to the world of Customer Experience. His deep knowledge and enthusiasm for CX are both inspiring and contagious. Lynn was instrumental in helping our organization communicate, educate, and engage stakeholders on the value and impact of customer experience surveys—not just as a data collection tool, but as a catalyst for cultural transformation. What stood out in working with Lynn was his holistic approach. He emphasized not only the importance of the survey itself, but also the critical follow-up with customers and the broader goal of fostering a customer-centric culture. His ability to connect with and speak effectively to various stakeholder groups played a key role in helping us move forward and expand our CX efforts. Our experience working with Lynn was positive and impactful, and his contributions have helped shape our approach to customer experience in meaningful ways.
Trish Reed
Verified

Why choose me?

I am an engaging and energetic speaker. I provide actionable insights to help you improve BtoB CX.