This month, I want to share several important updates with you, including the new book Doug Fowler and I wrote, new CX research, a practical tool I asked our team to develop, our redesigned website, and registration for our 2026 CX Conference. Each of these is focused on helping B2B leaders better understand their customers, strengthen their CX programs, and turn feedback into meaningful action.
First, take a look at the new site →
The CX Book I Wish Someone Had Handed Me 35 Years Ago
I just finished The Industrial Customer Experience Playbook: A Practical Guide to Loyalty, Growth, and Operational Excellence, with Doug Fowler. It’s not another motivational overview of CX. It’s the same practical, fact-based framework I’ve used with dealer networks and industrial companies for 35 years, built on more than 1.5 million customer interviews.
Get Notified When It Launches →
One Segment Just Lost 10.6 Points of NPS. Here’s Why.
From 36,000+ survey comments across 9 quarters and 5 B2B segments, a few findings stood out:
- Communication is TDG’s biggest strength and its biggest failure — 90% NPS when it goes well, as low as -100% when it doesn’t.
- Industrial Service dropped from 84.0% to 73.4% NPS since Q1 2024 — the steepest decline in the dataset.
- Pricing complaints are noise, not a loyalty risk — the #1 complaint by volume still carries 61.5% NPS.
The Question We Kept Hearing, Answered in 30 Seconds
Leaders ask constantly: phone or digital? Right after service, or 30 days later? Find Your Best Feedback Channel answers that in about 30 seconds, based on transaction type, timing, and customer segment.
Join Us in Charlotte This October
CX Conference 2026: Amplifying the Customer’s Voice brings two days of keynotes, peer roundtables, and case studies for B2B CX leaders. Space fills up fast, so grab your seat now.
Oct 20–21, 2026 | Charlotte, NC
This year’s speakers include Caley Edgerly, President & CEO of Sonny Merryman, and Dr. Anna Kallschmidt, Founder of The Unwritten Way.
Register for the 2026 Conference →
Customer feedback is where the work begins. Whether it’s a survey response, a tool that gets you better data, or a book I hope becomes part of how your team operates; none of it matters unless you act on it. If you’d like to talk through what that looks like for your organization, I’d love to hear from you.
Thanks for reading. See you next month.
Lynn Daniel Founder & CEO, The Daniel Group