The Industrial Customer Experience Playbook
A Practical Guide to Loyalty, Growth, and Operational Excellence
Written for leaders of B2B industrial companies who need to improve the customer experience — not a motivational overview, but a practical, fact-based guide built on 35+ years of field experience and 1.5M+ customer interviews.
Cover design in progress Built for Leaders Who Act on Feedback, Not Just Collect It
Most CX books are motivational. This one is operational. Lynn Daniel and Doug Fowler distill three-plus decades of running B2B feedback programs for industrial dealers, OEMs, and distributors into a framework any leadership team can put to work.
Loyalty
What actually drives repeat business and referrals in long-cycle B2B relationships — and why most loyalty metrics miss it.
Growth
How to turn customer feedback into a growth lever your sales and service teams can act on, not just a scorecard for leadership.
Operational Excellence
The systems and follow-through that separate companies who close the loop with customers from those who just survey them.
Written by the People Who Built the Playbook
Lynn Daniel
Doug Fowler
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ISBN 978-1-965312-31-4 · Published by Palmetto Publishing