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"To do a common thing uncommonly well brings success."
- Henry John Heinz
Most customer interactions - or Touchpoints - are common things; a phone call, email, sales interaction, point-of-purchase ad, Web site, call center rep, invoice, office and store are all examples of common Touchpoints.
To your customers, you are your Touchpoints
Touchpoints are critical! Successful customer-centric businesses understand that it is Touchpoints that motivate prospects to buy, and customers to repurchase and refer.
The fact is, to your customers, you are your Touchpoints. Cumulatively, Touchpoints form the basis for customer, partner and employee relationships, and your brand. Your company's performance at key Touchpoints impacts key financial metrics.
A journey to improving the quality and consistency of Touchpoints
Through his work, Hank Brigman guides clients, attendees and readers to the realization that the key to long-term profitable relationships is the quality and consistency of Touchpoints; quality in terms of meeting needs, and consistency in quality, delivery and image.
Typically, those businesses that deliver quality and consistency across Touchpoints enjoy greater success than those that don't. You recognize the national ones, Lexus, Ritz Carlton, Nordstrom, Disney, just like you know those local to your own area.
Immediately realize tangible benefits
How does an individual, department or organization improve the quality and consistent of Touchpoints? Through consulting, training, speaking, or writing, Brigman will help you better understand your Touchpoints, and how his proven methods enable you to immediately implement steps to realize the tangible benefits of improving customer experiences, Touchpoint by Touchpoint.
Consultant: As a co-founder of Touchpoint Metrics® and co-inventor of Touchpoint Mapping®, Brigman has vast experience assessing customer experience situations and designing and implementing Touchpoint engagements to address specific goals and objectives.
Through his experiences, Brigman has developed his, "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?
Brigman's consulting typically focuses on all or some of these questions. Click here for more information regarding how Hank Brigman can help you gain and act on the answers to these questions.
Trainer: Brigman can coach or train your department or organization to conduct ongoing Touchpoint Optimization Workshops™. This powerful and practical implementation methodology is designed to improve your key metrics - whatever you measure - by enhancing the quality and consistency of prospect, customer, employee and partner Touchpoints.
Click here for more information on how you can improve the quality and consistency of your customer experiences through Brigman's Touchpoint Optimization Workshops.
Speaker: As an innovative insider, Hank Brigman uses research, anecdotes and his experiences working with companies large and small, including Fortune 100 firms, to discuss the current customer experience revolution and how to apply his successful methods to improve your customer experiences.
Brigman highlights the benefits and the specific "how tos" of improving customer experiences, Touchpoint by Touchpoint. Brigman provides dynamic, insightful, educational and entertaining programs for
- Corporate and association keynote addresses
- Interactive breakout sessions and workshops
- Ongoing Touchpoint Optimization Workshops™
Click here for more information on how Brigman's topics and programs can address your needs.
Author: Brigman is the author of numerous articles and the upcoming book, "Touchpoint Power! How to Improve Customer Experiences & Loyalty, Touchpoint by Touchpoint" (Fall 2008). Click here for more information and for the opportunity to sign up for "Touchpoint Power!" availability notification.
For more information
View Frequently Asked Questions or download HankBrigman1pager
As a consultant, trainer, speaker, or author, you'll find Hank Brigman passionate, dedicated and happy to help.
Contact Hank today;
Direct: 415.258.8524
Email: hbrigman@touchpointguru.com
Web: www.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
(click to display)
Customer Touchpoints
Customer Experience Management
7 Stages of the Customer Relationship Lifecycle (CRL)
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