Hank Brigman FAQ
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"Touchpointer"
Periodically delivered to report on activities on the cutting edge of improving customer experiences.
For more information, click Touchpointer.
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Consultant
Improving Touchpoints enhances experiences, which increases profitability
Whatever you measure - CSAT (customer satisfaction), NPS (Net Promoter Score®), sales, retention or your own original metric - the results are impacted by the quality and consistency of your Touchpoints.
From a quick fix to changing DNA
Whether you want a quick fix to improve customer satisfaction scores of a department or organization, or to improve the customer-centricity of your corporate DNA, Hank Brigman can help.
Small or large, Hank can help
Having worked with organizations small and large, including three Fortune 30 firms, Brigman is experienced in assessing the situation, designing and implementing a plan to address the defined goals and objectives, and measuring the results.
Brigman's Five Critical Customer Experience Questions:
- What are our Touchpoints?
- Which ones are most important to our customers' decisions?
- How are we performing at our important Touchpoints?
- How best to improve those that are underperforming?
- How best to conduct ongoing evaluation?
Through his vast experience, Brigman has determined that it is the answers to these five questions that drive successful customer experience improvements. That doesn't mean the answers to all five are required. While that may be the best case, it may be that you have a pretty good idea which Touchpoints are underperforming and you just need a proven program to determine and implement improvements.
Meeting your needs through coaching, consulting and implementation
Whatever your situation or need, Hank can help and there is no charge for an initial consultation. Together, you can decide if your organization needs:
- Coaching: Providing the experience and expertise to guide you or your department or organization through its efforts to improve experiences and loyalty
- Consulting: Hands-on consulting that can include situation analysis, setting goals and objectives, benchmarking, primary research, and evaluation and recommendations
- Implementation: Hank's proven Touchpoint Optimization Workshop™ program to determine and implement standards and best practices at the Touchpoint level
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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
(click to display)
Customer Touchpoints
Customer Experience Management
7 Stages of the Customer Relationship Lifecycle (CRL)
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