New Book Links Customer Experience to Industrial Revenue Growth
News related to:The Daniel Group · 2 min read
CHARLOTTE, N.C., October 12, 2026 /CourierPR/ -- The book, authored by Lynn Daniel and Doug Fowler, draws on over 1.5 million customer interviews, conducted primarily through live phone conversations, over more than 35 years of fieldwork.
According to the authors, customer experience significantly impacts financial performance. They found that customers who rate their suppliers a 9 or 10 on the likelihood to recommend scale their spending by nearly $3 million annually, compared to $655,000 for less enthusiastic customers. This stark difference underscores the importance of customer feedback in driving revenue.
Daniel, the founder and CEO of The Daniel Group, emphasized the value of direct customer communication.
The authors also challenge the common assumption that large accounts are the most critical.
The Industrial Customer Experience Playbook, a 190-page guide, is now available on Amazon in hardcover (ISBN 979-8318823114), paperback (ISBN 979-8318823121), and Kindle editions. The Daniel Group conducts over 115,000 customer interviews each year, helping industrial businesses across construction, material handling, transportation, power systems, and manufacturing gather and act on customer feedback.
The book connects customer experience directly to revenue. Comparing survey responses with actual invoice data, The Daniel Group found that customers who rated their supplier a 9 or 10 on likelihood to recommend averaged nearly $3 million in annual spend, compared with $655,000 for less enthusiastic customers. This finding highlights the direct correlation between customer satisfaction and financial performance.
The authors explain why they rely on live phone interviews for complex, high-dollar industrial purchases. These conversations produce at least twice as many detailed comments as email surveys, and they reach customers where they work: in the field, on equipment, and in their trucks. This method ensures that the feedback is both detailed and relevant to the customer's actual experience.
The Industrial Customer Experience Playbook is a comprehensive resource for B2B leaders looking to improve customer loyalty, drive growth, and achieve operational excellence. It provides a functional framework for turning customer feedback into actionable insights, helping companies to better understand and meet their customers' needs.