Video: Maximizing Ability to Get & Keep Customers.
Time: 2:21

Expert Customer Experience Management (CEM) strategy, implementation and measurement

The purpose of business is to get and keep customers

- Peter Drucker

Few organizations are truly customer-centric - how many can you name? 
Customer-centricity is achieved by very few organizations.  This, despite the fact that being customer-centric is good business.  W. H. "Hank" Brigman has devoted his professional life to understanding and perfecting how to build and sustain a customer-centric organization that gets and keeps more customers.


Is your organization...

  • Suffering from stagnate or declining customer, employee or financial metrics
  • Searching for solid customer experience metrics or the ability determine the ROI of customer experience efforts
  • Challenged by departmental silos don't work and play well together along your customer's journey
  • Lacking clarity regarding key foundations such as your Customer Experience Strategy or core values (who we are and/or what we stand for)
  • Needing a differentiator or competitive advantage to achieve growth goals 


The code is cracked – create your competitive advantage to greater customer loyalty

Hank At Speaking Engagement

W. H. "Hank" Brigman

As a renowned Customer Experience Management pioneer, Brigman has cracked the code of how to realize the competitive advantage of becoming customer-centric. As a consultant,  coach or speaker, Brigman can help you:


  • Define your Experience Strategy.  Brigman has four simple questions that will help you quickly gain insight into the best Experience Strategy for your organization, and where there may be disconnects.
  • Implement your Experience Strategy. This "Strategy-to-Touchpoint Gap" is historically the greatest challenge to achieving customer-centricity.  Brigman's original implementation methodology and tools can help you gain enthusiastic front-line buy-in.  Imagine your Experience Strategy consistently living across all customer touchpoints.  The results are a sustainable competitive advantage and greater customer and employee satisfaction, loyalty and retention.
  • Measure success.  Brigman has developed a formula for tying a one-point movement in a customer experience metric to gross revenue. Finally, the ability to determine ROI from customer experience efforts.

Universally applicable, the results are powerful

Whether you want to get and keep more customers, clients, donors, participants, attendees, constituents or patients, consistently delivering customer-centric touchpoints enables you to get and keep more. 


To your customers, you are your touchpoints


Contact Hank Brigman today - he is happy to discuss with you how your organization can improve its ability to get and keep customers.



As a consultant, speaker and coach,
Brigman guarantees your satisfaction

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Visit Hanks Consultancy

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


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.

Now Available-

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.




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)




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


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