W. H. "Hank" Brigman Biography
Customer Experience Management (CEM): Strategy, Implementation, Measurement
To your customers, you are your touchpoints.
My professional passion is helping organizations increase growth and profits through building customer-centricity, touchpoint by touchpoint.
From coaching to problem solving to differentiating
I am most often brought in as a coach, consultant or with my team to:
- Differentiate by helping to build a more customer-centric culture
- Help address a specific customer experience problem/opportunity
- Assist/coach a new customer experience leader/team
My work typically involves helping the department or organization develop a compelling Experience Strategy and/or build one or more of the Three Customer-Centricity Competencies™:
Quantifiable Success with Five Companies in the Fortune 100
- Identity: define and live an identity
- Intelligence: get the right information to the right people at the right time
- Consistency: standardize customer interactions (touchpoints)
My approach addresses the need to determine ROI and translate customer experience into the language of the boardroom – finance. An asset in these efforts is my original formula for correlating a one point movement in “likelihood to recommend” to revenue. Prominent clients that have realized quantifiable improvements include GE, AT&T, Mentor, Travelers, Novartis, Microsoft, Biomet, and Johnson & Johnson. Building the Missing Structure, Improving Efficiencies and Closing the Gap
To maximize the impact of a strategy, it needs to live at the touchpoint level. A second key to my approach is helping organizations develop the structure needed to improve efficiencies and close the
strategy-to-touchpoint gap. This process engages and empowers staff. The results are happier customers, employees and owners. Advancing Customer-Centricity as an Inventor, Speaker & Author
As co-founder and President/CEO of an early Customer Experience research consultancy, I was the first to define “touchpoint” on Wikipedia and co-invented a process for mapping touchpoints. This original process for inventorying, mapping, evaluating and improving individual customer touchpoints now forms the foundation of many of today’s CEM methodologies.
As a qualified member of the National Speakers Association, I have enjoyed the opportunity to engage with audiences worldwide. Known as the” Touchpoint Guru,” I am capturing my CEM methodologies and tools in my first book, Touchpoint Power.
After graduating from university, I enjoyed three years as a professional golfer on the mini tours. I still enjoy golf and have recently taken up surfing. I truly welcome your questions and inquiries and am happy to help in any way that I can.