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"Touchpointer"
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Touchpointer E-Newsletter

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Touchpointer is an occasional e-newsletter geared to share stories of the customer experience frontier. Hank Brigman will share his insights, experience, learnings and best practices as well as gather and share those of others.

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Direct: 415.258.8524
Email: hbrigman@touchpointguru.com

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

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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View Frequently Asked Questions or download HankBrigman1pager