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Bio
Hank Brigman, Consultant, Trainer, Speaker, Author
The Touchpoint Guru
Hank Brigman is passionate about customer interactions, or Touchpoints. He is a recognized pioneer, innovator and expert in rapidly growing area of Customer Experience Management - a systematic process of improving the quality and consistency of Touchpoints in order to achieve specific goals. When people the world over have a question about Touchpoints, they contact Hank.
As a consultant, trainer, speaker, or author, Brigman shares the insights and experiences gained from his work with Fortune 100 companies to improve Touchpoint performance. He stresses the power of Touchpoints and Customer Experience Management (CEM) to drive business success through improving the quality and profitability of key relationships, Touchpoint by Touchpoint.
Among his many speaking engagements, Brigman served as master of ceremonies and gave opening remarks for international strategy conferences held in China and attended by thousands.
As a thought leader, Brigman has published numerous articles on the topic of CEM and is wrapping up his first book, Touchpoint Power! How to Improve Customer Experiences & Loyalty, Touchpoint by Touchpoint (Fall 2007).
In 2002 Brigman co-founded Touchpoint Metrics, a research consultancy dedicated to helping clients better understand, improve, manage and measure Touchpoint performance. He also co-invented Touchpoint Metrics' Touchpoint Mapping®, the process of inventorying and mapping Touchpoints along customer lifecycle stages.
For the 15 years prior to Touchpoint Metrics, Brigman developed and refined his customer Touchpoint philosophies in senior executive level positions with both multinational and emerging growth companies. Recruited to lead a $25 million-dollar start-up, he exceeded goals by generating over $10 million in first-year revenue.
Brigman enjoyed a three-year stint as a professional golfer on a variety of mini tours after earning his BBA in Marketing from Eastern Michigan University.
Contact Hank today
Direct: 415.258.8524
Email: hbrigman@touchpointguru.com
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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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