Case Study: Carter Machinery builds a customer-centric culture with The Daniel Group

Carter Machinery makes CX company-wide with The Daniel Group across 29 stores

Carter Machinery, a Caterpillar dealership, sought to elevate its customer experience (CX) from a reactive process of handling complaints to a proactive, data-driven cornerstone of its culture. They partnered with The Daniel Group to systematically capture and implement the voice of their customer across their extensive operations.

The Daniel Group provided a service to capture timely customer feedback, which Carter Machinery then used to reinject this data directly into the organization. This allowed them to celebrate successes and address issues at the frontline, fostering a culture of CX. The solution achieved significant internal benefits, improving employee experience and trust, while also leading to customer-facing improvements. The vendor's insights are now central to the company's ongoing rollout of a new, CX-centric dealer management system.

Carter Machinery