Sharing original methodologies, tools and secrets to building customer-centricity

W. H. "Hank" Brigman is capturing his years of Customer Experience Management expertise to share in his upcoming book,

Touchpoint Power!

Get & Keep More Customers, Touchpoint by Touchpoint

Touchpoint Power! – a “how-to” book available this Winter

Organizations understand that being customer-centric and delivering positive customers experiences is good business. But it is hard – there are few that are truly customer-centric. Savvy organizations are seeking to better understand “how-to” improve or achieve customer-centricity.  They are turning to those experienced in the new discipline of Customer Experience Management for guidance.

This easy to read and apply business book is written by Hank Brigman, co-inventor of Touchpoint Mapping®, the process that now forms the foundation of many Customer Experience Management methodologies. In his work, Hank has helped organizations large and small get and keep more customers, including five of the world's largest companies.

W. H. "Hank" Brigman

Enough with examples – let’s get down to solving problems

Touchpoint Power! helps you solve problems that inhibit your ability to get and keep more customers.  Are you:

• Suffering from stagnate or declining customer, employee or financial metrics?
• Lacking clarity regarding key foundations such as your core values or Experience Strategy?
• Lacking quantifiable customer experience metrics or the ability to correlate customer experience to ROI?
• Experiencing increasing customer complaints that are hindering sales and retention?
• Working in departmental silos don’t work and play well together along customer journeys?
• Leaving customer-facing performance standards to individual employees and suffering the consequences?

Hank Brigman synthesizes the wealth of his experience as a pioneer in Customer Experience Management into the:

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

A Valued Touchpoint is one that is customer-centric while advancing the organization's values, identity and strategy as well as that touchpoint's goal(s).

Touchpoint Power! is universally applicable

Touchpoint Power! guides customer-facing staff, executives and sales, marketing, customer care and HR professionals from concept to action. Great for organizations:

• Large and small
• Public, private and government
• For profit and not-for-profit
• Local, regional, national and international

Each can glean valuable takeaways to improve customer-centricity and their ability to get and keep more customers, clients, patients, constituents or donors.

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Articles

Below are some of the publications that have featured articles written, or contributed to, by Hank Brigman.