"The purpose of business is to get and keep customers."

-Peter Drucker

What’s holding you back from getting or keeping more customers?

Are you:

Suffering from stagnate or declining customer, employee or financial metrics
Searching for solid customer experience metrics or the ability determine the ROI of customer experience efforts
Challenged by departmental silos don't work and play well together along your customer's journey
Lacking clarity regarding key foundations such as your Customer Experience Strategy or core values (who we are and / or what we stand for)
Needing a differentiator to achieve growth goals

Hank Brigman leading a CEM workshop in Kuala Lumpur, Malaysia

A huge barrier to success for most organizations is that they haven’t defined their Experience Strategy. As a result, they run around putting out customer experience fires and feeling that they never really get on top of the customer experience issue. Kind of like the old boardwalk game of trying to whack moles as they pop up from different holes. Even if you hit one, they keep popping up, and you don't know where the next one will pop.

Services geared to help you get & keep more customers through your chosen Experience Strategy

Hank Brigman’s services cover strategy, implementation and measurement. A key to his success is helping organizations understand which Experience Strategy best fit their position and needs.  Then it is all about applying your Experience Strategy through his original Touchpoint Principle Implementation Model(tm).  The Model is design to enable your organization to "live" the Touchpoint Principle across all customer Touchpoints, creating a competitive advantage.

Touchpoint Principle™: The ability to get and keep desired customers and employees is enhanced by consistently delivering Valued Touchpoints

Valued Touchpoints™: Interactions that are consistently customer-centric while advancing organizational identity, strategy, and goals.

A three-step process customized to your needs, Brigman's consulting typically follows:

1. Complementary consultation: Initial discovery, surfacing current problems and alignment of needs
2. Customer-Centricity Audit™: Generates the answers needed to successfully implement and measure the resultant plan
3. Touchpoint Principle Implementation Model: All or part as needed

Customer-Centricity Audit: A productive starting point

Where are you – what is the “current state” of your customer experience efforts? The Customer-Centricity Audit is a standard and cost effective engagement designed to answer 15 critical questions, including:

•  What is the status/existence of your Experience Strategy?
•  What is your competitive position across customer service policies?
•  What is your status across each of The Three Customer-Centric Foundations (Intelligence, Identity and Consistency)?

A flexible Model tailored to your organization

Audit results will form the basis for the specifics of your Implementation Model, customized to achieve your desired Experience Strategy.  Your Model will be based on where you are today – your current state – and where you want to go based on your Experience Strategy.

Touchpoint Principle Implementation Model focuses on consistent value at the Touchpoint level

This Model includes proper due diligence and building a great Customer Experience Management Plan to achieve your Experience Strategy.  That said, today it is all about getting things done.  Through years of experience, Hank Brigman has developed an original implementation program that drives his Model and enables you to actually achieve your Experience Strategy across all of your Touchpoints.  You will realize a competitive advantage through consistently living the Touchpoint Principle.

Brigman’s Touchpoint Principle Implementation Model™ follows three-steps:

1. Define foundations and build your Customer Experience Management Plan

2. Conduct ongoing “Valued Touchpoint Workshops™”

3. Measure success

The Touchpoint Principle Implementation Model

• Designed to guide you to your Experience Strategy and develop and implement your Customer Experience Management Plan
• Defines and delivers Valued Touchpoints™, enhancing customer journeys, experiences and Touchpoints, increasing conversions, loyalty and resultant revenues
• Surfaces opportunities to improve efficiencies, saving resources
• Improves customer-centricity, enhancing both customer and employee satisfaction and loyalty
• Quantifies results, improving priorities and ROI
• Is ongoing, ensuring continuous improvement and adherence to the Experience Strategy
• Is organic, engaging customer-facing employees in the process, improving buy-in and positive results

The Touchpoint Principle is universally applicable

• For the individual, department or organization
• From improving your personal customer or internal Touchpoints to transitioning your organization’s culture to be more customer-centric
• No matter the size of your audience – Hank Brigman has presented workshops to 25 and from the main stage to thousands
• No matter the size of your business – Brigman has helped improve the customer-centricity of individual medical & professional service practices in addition to four of the largest corporations in the world
• To any type of organization – local or international, private, public or government, for profit or not-for-profit, all have "customers" and Touchpoints
• For any type of industry – whether you have customers, clients, patients, constituents or donors, Brigman’s messages and methodologies will help you get and keep yours

Coaching an economical option

With budgets always a challenge, ask Brigman about his coaching services. Tap his experience via tele-coaching sessions to save time, effort and resources in your Customer Experience Management efforts.

Living the Touchpoint Principle through consulting, coaching, or both

Contact Hank Brigman for a complementary consultation (415.515.6391 or This e-mail address is being protected from spambots. You need JavaScript enabled to view it ). Together you can assess the value an Audit, consulting, and/or coaching can have on your efforts to get and keep more customers.

Through consulting, coaching or speaking, Brigman guarantees your satisfaction.

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