Okuma America Chooses The Daniel Group To Provide Customer Service Research

CHARLOTTE, N.C., May 3, 2012 /PRNewswire/ -- Okuma America Corporation has selected The Daniel Group to provide customer service research and strategies for cultivating customer loyalty.

The Daniel Group helps companies in manufacturing, medical equipment, heavy equipment, trucking, and other industries improve their B2B customer service. Okuma America Corporation is the U.S. based affiliate of Okuma Corporation (6103: Tokyo Stock Exchange), a world leader in the development of computer numeric controls and machining technology.

The Daniel Group researches Okuma America's customer service through its ServiceConnect program. Through phone interviews, The Daniel Group identifies ways to enhance Okuma's value for customers, gives Okuma the ability to have ongoing, real-time accountability for service delivery, and uncovers any service execution issues so they can be corrected.

LinkConnect, The Daniel Group's proprietary online service, provides real-time feedback to Okuma America and a platform from which to get performance information for the company.

"We've always been attentive to customer feedback, but we hadn't found the right method to gather it and produce the best results until now," says Michael Lail, quality engineer with Okuma America. "We previously used web-based surveys. Getting results back was difficult, and customers didn't always write comments to tell us how they felt about a product or service.

"The founder of Okuma, Eiichi Okuma, used to say the complaint of one is worth more than the praise of many. That's how we improve, and why we're serious about getting feedback from every customer."

Founded in 1989, The Daniel Group provides strategy, research and customer loyalty services to business-to-business companies. Clients include 75% of the Caterpillar Inc. dealerships in North America. For white papers and information on customer retention strategies, see http://www.thedanielgroup.com or call 877-967-4242.

SOURCE The Daniel Group