Hank Brigman FAQ
For answers to frequently asked questions about Hank, his philosophies, and offerings, click FAQ
E-Newsletter
"Touchpointer"
Periodically delivered to report on activities on the cutting edge of improving customer experiences.
For more information, click Touchpointer.
Privacy
We value your privacy.
Privacy policy
|
|
|
Principles
Improving Touchpoints is good business
Differentiating and improving customer experiences are hot topics today. Savvy organizations are realizing that coordinated efforts to improve Touchpoint performance helps them differentiate through improving customer experiences. Called Customer Experience Management (CEM), these efforts are driving dramatic improvements in sales conversions, shortening sales cycles, and enhancing employee, channel and customer satisfaction, loyalty and advocacy.
To your customers, you are your Touchpoints
Cumulatively, Touchpoint experiences form the foundation of your prospects', customers' and partners' relationships with your company and is the basis of your brand.
You are already engaged in Customer Experience Management (CEM)
You are already engaged in CEM as you develop an ad, Web site page or other Touchpoints. Successful Customer Experience Management achieves specific goals through coordinated efforts to improve the quality and consistency of Touchpoints, which improves the quality and profitability of relationships.
Hank's Customer Experience principles
Brigman's CEM methodologies and tools are based on the understanding of and interrelationships between these three key principles:
- Customer Relationship Lifecycle (CRL)
- Touchpoints
- Customer Needs and Drivers
Principle One: Customer Relationship Lifecycle
All customer relationships progress through a predictable series of stages. Understanding how best to motivate prospects to selection and customers to the highly profitable stages of Loyalty and Advocacy is critical to business success.
Principle Two: Touchpoints
Definion: All of the physical, communication and human interactions your customers experience over their relationship lifecycle with your organization. Examples include:
Communication
- Advertisement
- Web site
- Email
- Direct mail
- Call
- Point-of-purchase display
Physical
- Product
- Packaging
- Office
- Bathroom
- Store
Human
Principle Three: Customer Needs and Drivers
- Needs: What your customers seek, require or expect in each lifecycle stage
- Drivers of desired results:
- Hard drivers: Which Touchpoints are key, or most valuable, in driving desired results
- Soft drivers: The actions, factors or emotions that contribute to driving desired results
Brigman applies these principles in his
Contact Hank today
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
Customer Experience Management
7 Stages of the Customer Relationship Lifecycle (CRL)
|
 |
|
