The Industrial Customer Experience Playbook: A Practical Guide to Loyalty, Growth, and Operational Excellence
Language: English
Published by Palmetto Publishing, 2026
- Hardcover
- New
Seller: California Books, Miami, FL, U.S.A.California Books
AbeBooks seller since October 27, 2023
Condition: New
£ 19.97
Quantity: Over 20 available
Add to basketSeller Inventory # I-9798318823114
- Title
- The Industrial Customer Experience Playbook: A Practical Guide to Loyalty, Growth, and Operational Excellence
- Author
- Daniel, Lynn; Fowler, Doug
- Publisher
- Palmetto Publishing
- Publication year
- 2026
- Condition
- New
- Binding
- Hardcover
- Language
- English
- ISBN 13
- 9798318823114
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
"Synopsis" may belong to another edition of this title.
About the Author
"About the title" may belong to another edition of this title.
California Books
Miami, FL, U.S.A.
AbeBooks seller since October 27, 2023
Shipping rates within U.S.A.
| Item | 3 to 7 business days | 2 to 5 business days |
|---|---|---|
| First item | £ 2.24 | £ 12.68 |
Payment methods
Store description
We have 20 years experience selling books worldwide! Friendly customer support. Your satisfaction guaranteed!
Specialty
All authorized categoriesSeller's business information
Miramar International Services LLC
FL, U.S.A.
Right of withdrawal
If you are a consumer you can withdraw from the contract in accordance with the following. Consumer means any natural person who is acting for purposes which are outside his trade, business, craft or profession.
Information regarding the right of withdrawal
Statutory right to withdraw
You have the right to withdraw from this contract within 14 days without giving any reason.
The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good or the last lot or piece.
To exercise the right of withdrawal, electronically fill in and submit a clear statement on our website, under "My Purchases" in "My Account". We will communicate to you an acknowledgement of receipt of such a withdrawal on a durable medium (e.g. by e-mail) without delay.
To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
Effects of withdrawal
If you withdraw from this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).
We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.
We will make the reimbursement without undue delay, and not later than 14 days after the day on which we are informed about your decision to withdraw from this contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.
We may withhold reimbursement until we have received the goods back, or you have supplied evidence of having sent back the goods, whichever is the earliest.
You shall send back the goods or hand them over to California Books, Fort Wayne, Indiana, U.S.A., without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired. You will have to bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
Exceptions to the right of withdrawal
The right of withdrawal does not apply to:
- The delivery of newspapers, journals or magazines with the exception of subscription contracts; and
- The supply of digital content which is not supplied on a tangible medium (e.g. on a CD or DVD) if you accepted when you placed your order that we could start to deliver it, and that you could not withdraw once delivery had started.