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Video: Maximizing Ability to Get & Keep Customers.
Time: 2:21
FAQs Q: What is Customer Experience Management?

Q: What is Customer Experience Management?

A: Customer Experience Management (CEM) is a new discipline.  Just as sales, marketing and accounting are disciplines, so too is CEM. 

CEM is all about improving the quality and profitability of your organization's relationships with its prospects, customers, partners and employees. Sounds easy, but this can best be accomplished through a program designed specifically to deliver value at each customer interaction, or touchpoint.

Think of it like this. Companies want to improve relationships with customers to increase sales, loyalty, and advocacy. But they often leave improving customer relationships to individual employees or customer teams. An individual employee or team can take a customer out to a ballgame or golf, but if that customer's bill is wrong or they have a bad experience with customer service, then these efforts to improve the relationship are negated. The truth is that the true owner of the relationship isn't a person or a team, but the entire organization. That's why organizations need the discipline of Customer Experience Management.

Through Hank Brigman’s implementation model, your organization will develop and implement its CEM Plan to deliver your Experience Strategy and improve customer experiences across the enterprise. The results? Consistently delivering Valued Touchpoints. This improves prospect, customer, partner and employee relationships, which means more sales and greater customer loyalty and advocacy.

 

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Named Expert to Track
Hank Brigman has been named by Cindy Wexter as one of 25 customer service experts and influencers to track. Track Hank on

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Success with Fortune 50 companies

Hank Brigman has now helped five companies in the Fortune 100 get & keep more customers. BTW, he also helps small companies and practices.


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TOUCHPOiNT POWER! How to Get and Keep More Customers,an Amazon international top 10 customer service best-seller. For information and to order, visit TouchpointPower.com or view the TOUCHPOiNT POWER! listing on Amazon.

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Definitions

Touchpoint

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

Touchpoint Principle

The ability to get and keep desired customers and employees is enhanced by consistently delivering Valued Touchpoints™.

Valued Touchpoint™

Standardized interaction that is customer-centric while advancing the organization’s values, identity and strategy, and the touchpoint’s goal(s)

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Contact

I want to hear from you, contact me today.
Direct: 904.466.1805
Email: Hank@TouchpointGuru.com

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