Hank Brigman has captured his years of Customer Experience Management expertise to share in:
Get & Keep More Customers, Touchpoint by Touchpoint
TOUCHPOiNT POWER! – a “How-To” book
Organizations understand that being customer-centric and delivering positive customers experiences is good business. But it is hard – there are few that are truly customer-centric. Savvy organizations are seeking to better understand “how-to” improve or achieve customer-centricity. They are turning to those experienced in the new discipline of Customer Experience Management for guidance.
This easy to read and apply business book is written by Hank Brigman, co-inventor of Touchpoint Mapping®, the process that now forms the foundation of many Customer Experience Management methodologies. In his work, Hank has helped organizations large and small get and keep more customers, including five of the world's largest companies.
|W. H. "Hank" Brigman|
Enough with examples – let’s get down to solving problems
TOUCHPOiNT POWER! helps you solve problems that inhibit your ability to get and keep more customers. Are you:
TOUCHPOiNT POWER! guides readers through the process of developing a compelling Experience Strategy. While most organizations don't have an Experience Strategy, most are adept at developing strategies. The gap is getting the strategy - any strategy - to "live" at the touchpoint level. It is at the touchpoint level that strategies can maximize their positive impact.
TOUCHPOiNT POWER! shares secrets to building a structure for closing the Strategy-to-Touchpoint Gap. This touchpoint structure is missing in most organizations and is the differentiator for iconic customer service organizations.
TOUCHPOiNT POWER! is universally applicable
TOUCHPOiNT POWER! guides customer-facing staff, executives and sales, marketing, customer care and HR professionals from concept to action. Great for organizations:
Each can glean valuable takeaways to improve customer-centricity and their ability to get and keep more customers, clients, patients, constituents or donors.
Below are some publications with featured articles Hank Brigman has written or contributed to: