The Industrial Customer Experience Playbook: A Practical Guide to Loyalty, Growth, and Operational Excellence

You want more loyal B2B customers? Here's how to do it!

You know customer experience matters, but in the industrial B2B world, it feels impossibly complex. As an OEM leader, you look across a distributor network and wonder if your customers are receiving the service they expect. As a distributor leader, service is delivered across dozens of locations by field technicians, your products cost millions, and your relationships span years, and you also wonder if customers receive the kind of service you want. You have read the consumer-focused CX books, attended the conferences, and walked away hungry for something that actually applies to your world. Meanwhile, Bain research shows that while 80% of senior managers believe they deliver great service, only 8% of their customers agree. That gap is costing you growth, loyalty, and revenue.

The Industrial Customer Experience Playbook closes that gap with a practical, fact-driven approach built on almost 2 million customer interviews across construction equipment, material handling, trucking, machine tool, and specialized manufacturing markets. Lynn Daniel, founder of The Daniel Group, and COO Doug Fowler share decades of hard-won lessons on what actually works to improve CX in complex industrial environments. This is not a motivational book that leaves you inspired but empty by mid-morning. It is a hands-on guide that transforms how your organization listens to, responds to, and retains the customers who drive your bottom line.

Inside, you will discover:

- Why traditional "we do not get many complaints" thinking blinds leaders to the customers quietly walking out the back door

- How responsive feedback processes have turned angry customers into major buyers.

- Proven strategies for delivering memorable experiences in dispersed, technically complex service environments where every technician interaction counts

Lynn Daniel and Doug Fowler are customer experience experts and business leaders who have spent decades helping industrial B2B companies improve customer loyalty, growth, and operational performance. As CEO and COO of The Daniel Group, respectively, they have led customer experience research and consulting engagements supported by more than 1.5 million customer interviews across industrial markets. Their work and insights have been featured in publications including The New York Times, INC Magazine, and Business NC.