A Toolbox and Tools to Help Your Practice Get and Keep More Patients

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With extensive experience working in the eye care industry and with practices, I have developed a TOUCHPOiNT POWER Toolboxand tools specifically for the unique needs of eye care practices.

This TOUCHPOiNT POWER Toolbox is your comprehensive suite of instructional videos and interactive forms and tools. Based on my book, TOUCHPOiNT POWER!, this powerful do-it-yourself (DIY) toolbox guides you and your organization step-by-step through the process of building a more patient-centric organization, touchpoint by touchpoint.

     Touchpoint Power teaches Hank Brigman's proven method for delivering a consistent and measurable customer experience. It is like drinking from a fire hose of customer experience knowledge – I made pages of notes. This book provides you with the knowledge and tools to build a competitive advantage and get and keep more patients/customers.

Walt West
OD, Fellow of the American Academy of Optometry
Learn and apply the techniques of the iconic customer-centric organizations
Now you have access to the methods, tools and secrets of the companies admired for their customer service – and customized for your eye care practice.
Improve patient and staff experiences, optical sales, practice efficiency and profits
You and your staff will be guided through the steps to:
  • Engage staff in mapping and evaluating each patient interaction – or touchpoint – in your patients' current journey with your practice
  • Design and implement new and improved touchpoints – Geared to better meet patient needs while improving staff experiences and practice efficiency
  • Train current and future staff – Training materials for each touchpoint to ensure that great patient and staff experiences become an ingrained part of the practice
The Results
  • Happier patients – Greater word-of-mouth referrals
  • Happier staff – Greater teamwork, less stress and turnover
  • Greater efficiency – Shorter patient journey better for patient and staff
  • Improved profits – Greater retention, compliance, referrals and optical sales
Click here to view product choices and options.
Your TOUCHPOiNT POWER OD Toolbox includes:
  • Instructional videos – how to use the toolbox and tips and secrets to improve the success of your patient experience efforts
  • A thorough narrative of a hypothetical eye care practice going through many of the steps, exercises and workshops – learn from their mistakes and successes
  • Patient journey mapping training and tools
  • Step-by-step mapping instructions – build this competency critical to understanding and improving patient and internal touchpoints
Mapping workshop training including tools and forms to:
  • Define the mapping workshop's goals and scope – lay a foundation for success
  • Run a successful mapping workshop
  • Customize the workshop and its output to meet your needs
  • Capture mapping results and output – including staff training materials specific to your touchpoints
  • Allow participants to evaluate the process – input for continuous improvement
  • A formula that correlates customer experience efforts to revenue

Click here to view all product choices and options.

Optional tools to add to and enhance your Toolbox

WizardLogoOD Interactive tool for mapping and evaluating current patient journey touchpoints, designing and implementing desired journey touchpoints, and training current and future staff on all of the touchpoints.

This is the tool to capture important practice and training information as you follow the steps of the TOUCHPOiNT POWER Toolbox. Capture:

  • Information on your current patient journey – patient needs and wants, what you are doing well, and the opportunities to improve
  • The details of your new and improved patient journey
  • Key information for implementing changes
  • Training materials for current and future staff
  • Comes with an instructional video and requires Microsoft Excel. As with the Toolbox and all of its tools, your satisfaction is guaranteed.
IDMakerLogoHaving a unique Identity for your practice can set it apart and help you get and keep more patients and maximize success. This is your step-by-step guide to developing a unique Identity for your practice. You and your team will define critical foundational elements that gets everyone on the same page, working together to deliver a clearly defined Identity at each patient touchpoint.

Your IDENTiTY MAKER is developed by renowned brand consultant and co-author of Before the Brand, David Wisnom. When complete, you will have answered:

  • Values: What we stand for – what we are about
  • Identity: Who we are – our patients' desired perception of us
  • Vision: Where we are headed
  • Mission: How we get there

The IDENTiTY MAKER comes complete with forms and templates. As with the Toolbox and all of its tools, your satisfaction is guaranteed.

Your options
You can choose:


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.


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