If Your Customers Buy on Relationship and Stay on Experience, This Is for You.
TDG works with B2B industrial companies across material handling, power systems, specialty manufacturing, industrial distribution, and more. If you sell to businesses, your buying cycles are long, and service quality is what separates you from the competition — our programs were built for your world.
You're Probably a Fit If...
Beyond Our Named Verticals
TDG's three core industry pages cover equipment dealers, manufacturers, and commercial transportation. But our work extends well beyond those categories.
Material Handling
Forklift and lift truck dealers, warehousing equipment, logistics solutions
Power Systems
Generator dealers, engine distributors, backup power service providers
Specialty Manufacturing
B2B manufacturers with direct customer relationships and service obligations
Industrial Distribution
Distributors serving industrial customers with technical products and support
Field Service Organizations
Companies where service technicians are the primary customer touchpoint
Other B2B Industrial
If you sell to businesses, your relationships are long, and service quality matters — we're likely a fit
Five Truths About Customer Loyalty in B2B Industrial Markets
These patterns show up consistently across every sector we work in — whether you make machines, distribute parts, or service equipment in the field.
Your best customers are quietly deciding whether to stay
In B2B industrial markets, customers don't cancel dramatically — they drift. They start calling a competitor for smaller orders. They stop mentioning you in referral conversations. By the time it shows up in your revenue, the relationship has been eroding for months. Systematic feedback catches the drift early.
Relationships mask problems until they don't
Long-tenured sales relationships are a strength — and a blind spot. Customers who like your rep won't tell him what's really wrong with your service department. Anonymous, systematic feedback gives you the honest picture your sales team can't.
You're managing experience across people, locations, and processes you don't fully control
Whether it's field technicians, inside sales reps, or service coordinators — your customer's experience is shaped by dozens of interactions across your organization. Without a feedback system, you're managing the experience by exception, not by design.
New customer acquisition costs far more than retention
Most B2B industrial companies know this intellectually. Few measure it systematically. TDG's data consistently shows that the cost of losing a long-term industrial customer — and replacing them — is multiples of what a retention program would have cost.
Your competitors are getting better at CX
B2B industrial markets that were once insulated from CX competition are changing. Customers who experience great service from one supplier start expecting it from all of them. The bar is rising. Companies that invest in CX now build the moat that's hardest for competitors to cross.
A Program Built Around Your Business, Not a Generic Template
TDG designs every program around your specific customer touchpoints, your team structure, and what improvement looks like for your organization.
Systematic Feedback Capture
Replace ad-hoc feedback with a structured program that captures customer sentiment at the right moments — consistently, across every team and location.
At-Risk Account Alerts
Unhappy customers flagged for immediate follow-up. Resolve problems before they become lost accounts — or worse, lost accounts who tell others.
Team & Location Benchmarking
Score every team, branch, or service area against each other. Identify your strongest performers and replicate what they're doing differently.
Real-Time Dashboards
Leaders see feedback as it arrives — satisfaction trends, NPS scores, verbatim comments. Insight when it's actionable, not three months after the fact.
Industry Benchmarks
Context matters. TDG's 1.5M+ interview database gives you a benchmark against similar B2B industrial companies — so you know whether your scores reflect a real gap or an industry norm.
Ongoing Advisory Support
TDG isn't a software tool you buy and figure out yourself. Our team reviews your data with you regularly, identifies what's driving your scores, and helps you build the action plans that move the needle.
We Know This World Because We've Worked in It
TDG has been building CX programs for B2B industrial companies since 1989. Our 1.5M+ customer interview database spans construction, agriculture, transportation, machine tools, power systems, and specialized manufacturing. We bring that depth to every program we design — including yours.
We're not a generic survey platform adapted for industrial use. We're a team of practitioners who have spent decades learning what drives loyalty in these markets and building the tools and methodology to improve it.
Talk to Our TeamFrequently Asked Questions About CX Programs for B2B Industrial Companies
What types of B2B industrial companies does TDG work with?
TDG works with B2B industrial companies across a range of sectors including material handling equipment, power systems and generators, specialty manufacturing, industrial distribution, and other capital equipment businesses. TDG's programs are purpose-built for organizations with complex customer relationships, long buying cycles, and multi-location operations.
How is TDG's CX program different from a basic customer survey?
TDG's programs are fully managed systems, not self-service survey tools. TDG handles survey design, multi-channel deployment, closed-loop follow-up, real-time dashboards, industry benchmarking, and monthly strategic guidance. The goal is not to collect data but to act on it, recovering at-risk customers, coaching teams, and identifying the operational changes that drive measurable improvements in retention and satisfaction.
How does TDG help B2B industrial companies reduce customer churn?
TDG's closed-loop follow-up process identifies customers who are dissatisfied before they leave. When a customer's feedback falls below a satisfaction threshold, TDG's system flags the response and prompts the organization to follow up and resolve the issue. Research consistently shows that customers who receive a timely, genuine response to a negative experience are far more likely to remain customers than those who receive no response at all.
Can TDG measure customer experience across multiple locations or regions?
Yes. TDG's ExperienceConnect platform provides location-level and region-level reporting, allowing leadership to compare performance across branches, identify underperforming locations, and track improvement over time. This is particularly valuable for B2B industrial companies with distributed sales or service operations where experience quality tends to vary significantly by location.
How long does it take to set up a TDG customer feedback program?
Most TDG customer feedback programs are designed and launched within four to eight weeks of the initial engagement. The setup process includes survey design, feedback channel configuration, dashboard setup, and team onboarding, followed by an initial data collection period and the first monthly review with TDG's client success team.
Does TDG work with B2B industrial companies outside the equipment dealer space?
Yes. While TDG has deep roots in equipment dealer networks, TDG's programs are well suited for any B2B industrial company with recurring customer relationships, field service operations, or complex multi-touchpoint customer journeys. TDG works with industrial distributors, specialty manufacturers, power systems companies, and other B2B organizations that need systematic, actionable customer feedback.
Not Sure If We're the Right Fit?
Book a free 30-minute call. We'll ask about your business, your customers, and what you're trying to improve — and we'll tell you honestly whether a TDG program makes sense for your situation.