The Daniel Group

Most companies assume pricing complaints are killing their NPS. The data says otherwise.

In TDG's latest research — 36,000+ survey comments, 9 quarters, 5 B2B segments — the #1 complaint by volume still carries 61.5% NPS. Pricing isn't your loyalty problem.

Communication is. And the gap between when it goes well and when it doesn't is enormous.

Download the free report → https://bit.ly/CX_Intelligence_Report or link in bio

Most CX books tell you why customer experience matters. This one tells you what to do about it.

Lynn Daniel and Doug Fowler just finished The Industrial Customer Experience Playbook — built on 35 years of real work with industrial companies and dealer networks, and more than 1.5 million customer interviews.

If your company has ever struggled to turn customer feedback into real growth and operational results, this is the book built for you.

Coming soon → https://thedanielgroup.com/book/ or link in bio.

Customer loyalty is important — but loyalty alone does not protect your revenue.

When customers experience friction, communication gaps, rework, delays, or service recovery issues, money can quietly slip away.

That is revenue leakage.

In our latest CX Pulse, Bryan Gregory explains how customer feedback can help identify the hidden costs of being hard to do business with — and why CX should be part of the P&L conversation.

Read the blog and watch the video:
https://bit.ly/revenue_leakage or link in bio.