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  • 2009
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Strengthening the Engagement Between Industrial Customers and Employees - Little Things Matter

Presented By:
Lynn Daniel, President - The Daniel Group
Richard Scott, Vice President, Sales & Marketing - Whayne Supply

The Daniel Group research includes hundreds of thousands of interviews with construction, material handling, and power equipment companies.  Our presentation at Loyalty Expo will focus on what matters most to these types of companies when it comes to service.  Please join us as The Daniel Group and Whayne Supply will explore the data and answer the following questions:

• How important are front line personnel soft skills and correctly setting customer expectations?
• How does the approach vary for those customers “in the middle” on the satisfaction scale?
• How do the findings in a business-to-business environment compare to other industries?

The presentation will be made by Richard Scott, VP of Sales & Marketing at Whayne Supply and Lynn Daniel, President of The Daniel Group.  Richard looks forward to sharing real world examples of how to engage employees and customers to become your greatest marketing tool.

Whayne Supply is the Caterpillar dealer for Kentucky and portions of southern Indiana.  With its recent acquisition of Walker Machinery, its territory now includes most of West Virginia and portions of southern Ohio.  The company employs 2,100 people and will celebrate its 100^th anniversary in 2013. 

Founded in 1989, The Daniel Group provides strategy, research and customer satisfaction services to business-to-business companies. Its ServicePerformance^® program is employed by over half of the Caterpillar dealers in North America. Caterpillar is a registered trademark of Caterpillar, Inc.  ServicePerformance is a registered trademark of The Daniel Group, Ltd.