To Serve the Global Need to Improve the Lives of Customers, Employees and Employers.

My professional Vision is to serve the global need to improve the lives of customers, employees and employers. Customer Experience Management (CEM) is the new discipline by which all organizations can achieve customer-centricity – and advance this Vision.

Through TOUCHPOiNT POWER! , I share my knowledge, methodologies and tools to assist you in building a customer-centric team, department or business. In doing so, I hope that together we further the young discipline of CEM and improve the lives of customers, employees and employers.

In support of my professional Vision, I will donate at least 10% of the net proceeds from TOUCHPOiNT POWER! to a not-for-profit association that shares this Vision.

I am proud to support the Institute for Global Labour and Human Rights.

The Institute for Global Labour and Human Rights (the Institute) is a non-profit 501(c)(3) human rights organization dedicated to the promotion and defense of internationally recognized worker rights in the global economy. Founded in 1981 as the National Labor Committee, the Institute's research, in-depth reports, high profile public campaigns and widespread media coverage have been instrumental in creating the anti-sweatshop movement in the United States and internationally. The Institute is headquartered in Pittsburgh with regional offices in Dhaka and San Salvador and research/advocacy partnerships in China, Jordan, Central America and South Asia.

Visit www.globallabourrights.org for more information.

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

Sign up for Hank Brigman's periodic TOUCHPOiNTER™ newsletter of tricks, secrets and stories from the front lines of CEM. As a Touchpointer subscriber you will also receive notification of the release of his upcoming book, TOUCHPOiNT Power!:

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