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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

All of the physical, communication and human interactions that your customers experience over their relationship lifecycle with your company.

Customer Experience Management

Customer Experience Management (CEM) is a coordinated effort to accomplish specific goals by improving the quality and consistency of customer interactions - or Touchpoints.

7 Stages of the Customer Relationship Lifecycle (CRL)

Awareness
Knowledge
Consideration
Selection
Satisfaction
Loyalty
Advocacy

Give Hank a call with your questions - he is happy to help.

Contact Hank today;
Direct: 415.258.8524
Email: hbrigman@touchpointguru.com
Web: www.touchpointguru.com

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