Your TOUCHPOiNT POWER Toolbox Comes Loaded with Valuable Training and Tools


The TOUCHPOiNT POWER Toolbox is your comprehensive suite of instructional videos and interactive forms and tools. Based on TOUCHPOiNT POWER, this powerful do-it-yourself (DIY) toolbox guides you and your organization step-by-step through the process of building a customer-centric organization, touchpoint by touchpoint.
CustomersHappy Customers
I highly recommend Hank’s book and more importantly, utilizing his tools to improve your customer experience.
Jack Rawle, Senior Director, Worldwide Sales Operations & Effectiveness
Your Toolbox can include:
  • Instructional videos – how to use the toolbox and tips and secrets to improve the success of your customer experience efforts
  • A thorough narrative of a hypothetical company going through the steps and exercises of a mapping workshop
  • learn from their mistakes and successes
  • Mapping training and tools
    • Step-by-step mapping instructions – build this competency critical to understanding and improving customer and internal touchpoints
Facilitator training including tools and forms to:CDs
  • Define the mapping workshop’s goals and scope – lay a foundation for success
  • Run a successful mapping workshop
  • Customize 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
Optional tools to add to and enhance your Toolbox

WizardLogoInteractive tool for mapping and evaluating current customer journey touchpoints, designing and implementing desired journey touchpoints, and training current and future employees on all of the touchpoints.

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

  • Information on your current customer journey – customer needs and wants, what you are doing well, and the opportunities to improve
  • The details of your new and improved customer journey
  • Key information for implementing changes
  • Training materials for current and future employees
  • 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 company can set it apart and help you get and keep more customers, 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 get everyone on the same page, working together to deliver a clearly defined Identity at each customer 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 customer's' 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 TOUCHPOiNT POWER Toolbox, your satisfaction is guaranteed.

Toolboxes and Tools Customized for Your Organization
  • ToolboxOptometry Practices - For more information on the Toolbox and tools developed specifically for eye care practices, visit our Optmetry Practice page (
  • Enterprise - Complete Toolbox for the enterprise coming soon. Register in the form below this list to be notified of availability.
  • Small/Medium Business - Toolbox specifically for small and medium businesses coming soon. Register in the form below to be notified of availability.
  • Custom - Email This email address is being protected from spambots. You need JavaScript enabled to view it. for information about a Toolbox customized for your organization.
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Do-it-Yourself Customer-Centricity


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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