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"Touchpointer"
Periodically delivered to report on activities on the cutting edge of improving customer experiences.
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Author
Sharing innovative insights and valuable experiences
Hank Brigman shares his Touchpoint insights, experience and expertise through articles and his upcoming book, "Touchpoint Power! How to Improve Customer Experiences & Loyalty, Touchpoint by Touchpoint," (Fall 2008).
Touchpoint Power!
Organizations are seeking ways to reap the tangible benefits of improving customer experiences and loyalty. "Touchpoint Power! synthesizes the wealth of information regarding the importance of improving customer experiences and loyalty and then provides the reader with the details of exactly how it can be achieved. Actionable step by step blueprints for improving customer experiences and loyalty are laid out for three different audiences; individuals, organizations that seek to improve customer experiences (a targeted fix), and organizations that seek to create a more customer-centric culture (change their DNA).
This easy to read and apply business book is written by Hank Brigman, co-founder of Touchpoint Metrics® and co-inventor of Touchpoint Mapping®. This "Touchpoint guru" brings his experience working with companies large and small - including three Fortune 30 firms - to bear to guide customer facing employees, organization executives, and sales, marketing, customer care and HR professionals from concept to action.
Touchpoint Power! Availability notification
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Articles
Below are some of the publications that have featured articles written by or contributed to by Hank Brigman.
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News
Brigman to give keynote at Direct Marketer of the Year Award ceremony in The Netherlands.
Brigman receives rave reviews of two-day "how to" workshops on CEM implementation in both Singapore and Kuala Lumpur, Malaysia.
"This is the most valuable training in Service Excellence I have attended over my 15 years in the industry. It fits those who are hungry to learn directly from a guru who has walked the talk!"
Definitions
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Customer Touchpoints
Customer Experience Management
7 Stages of the Customer Relationship Lifecycle (CRL)
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