TOUCHPOiNT POWER! is an outstanding guide that will help you translate customer-centric ideas into a serious, sustainable differentiator. Hank Brigman delivers a disciplined methodology that is as practical as it is visionary. Whether you occupy the back office, the front line, or the C-suite, the TOUCHPOiNT POWER approach offers excellent tools to apply at every level of your organization.

Scott Shober, Principal, Ducker Worldwide

A Guide and Resources to Help you Get and Keep More Customers, Touchpoint by Touchpoint

CoverI wrote TOUCHPOiNT POWER as a how-to guide; how-to reap the benefits of improving all of the customer interactions – or touchpoints – along your customer’s journey.

The methodologies and tools of TOUCHPOiNT POWER can be successfully applied by an organization of any type or size to differentiate and establish a competitive advantage, address a specific customer experience problem, or to improve the touchpoints of a team or department.

To your customers, you are your touchpoints

Touchpoint:Each interaction – physical, communication, human and sensory – with and within your organization.

Customer-centricity has rapidly become the most important way to achieve a differentiated competitive advantage. We have found that Brigman’s practical approach to customer-centricity engages and empowers people throughout our organization. Apply TOUCHPOiNT POWER to differentiate, and to enhance both customer and employee satisfaction and loyalty.

Lars A. Janson, Vice President Global Customer Experience

TOUCHPOiNT POWER – the book
If you want to quickly buy TOUCHPOiNT POWER!, just click to:

buy-bookbuy-ebook

If you would like more information on TOUCHPOiNT POWER!, please click POWER.
TOUCHPOiNT POWER Toolbox
For those who want additional tools to support their customer experience/TOUCHPOiNT POWER efforts, the TOUCHPOiNT POWER Toolbox provides:
CDs
  • Instructional videos
  • A case-study type narrative to follow
  • Interactive forms
  • Tools
  • Formulas
  • And more
Different Toolboxes have been developed to meet the specific needs of different types of businesses.
For more information on how the Toolbox can help you and the different versions, please click Toolbox.
Speaking, coaching and consulting to help accomplish your goals

BioSpkgDropShadowI embrace the opportunity to spread the word on the importance of customer touchpoints and how to improve customer-centricity. I am a member of the National Speakers Association and have had the honor of presenting on four continents.

I gain great satisfaction helping customer experience leaders and teams accomplish their goals through my customizable coaching programs.

For organizations or individuals that need more than coaching, a variety of customer experience and touchpoint consulting services are available through Customer Experience Strategies, Inc.

For more information on how I can help, please click Services.

Resources to help
For resources you can download without subscribing to my TOUCHPOiNTER eNewsletter, please click Resources.

To access member only content and to receive my periodic eNewsletter of tips, tricks and secrets from the front lines of Customer Experience Management, please click TOUCHPOiNTER.

Already a member? To access member-only content, please click Members.

Quotes

TOUCHPOiNT POWER! gets it right. It shows how mapping touchpoints should be used for building a consistently great Customer Experience.
-Colin Shaw
Founder & CEO, Beyond Philosophy
TOUCHPOiNT POWER! will help you build customer-centricity. Everyone that is committed to driving a service culture will learn a lot from the book.
-John Tschohl
President & Founder, Service Quality Institute; Author of Excellence Through Customer Service
We have found that Brigman’s practical approach to customer-centricity engages and empowers people throughout our organization. Apply TOUCHPOiNT POWER! to differentiate, and to enhance both customer and employee satisfaction and loyalty.
-Lars A. Janson
Vice President Global Customer Experience

Touchpoint: Each interaction – physical, communication, human and sensory – with and within your organization.

TOUCHPOiNTER

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