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

Expert assistance based on the Experience Strategy best for Your Organization

"The purpose of business is to get and keep customers."

-Peter Drucker


What’s holding you back from getting or keeping more customers?

Are you:

  • 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 to achieve growth goals
Hank Brigman leading a CEM workshop in Kuala Lumpur, Malaysia
Stop “whack a mole,” and start applying an Experience Strategy

A huge barrier to success for most organizations is that they haven’t defined their Experience Strategy. As a result, they run around putting out customer experience fires and feeling that they never really get on top of the customer experience issue. Kind of like the old boardwalk game of trying to whack moles as they pop up from different holes. Even if you hit one, they keep popping up, and you don't know where the next one will pop.

Services geared to help you get & keep more customers through your chosen Experience Strategy

Hank Brigman’s services cover strategy, implementation and measurement. A key to his success is helping organizations understand which Experience Strategy best fit their position and needs.  Then it is all about applying your Experience Strategy through his proven implementation model.  The model is design to enable your organization to "live" the Touchpoint Principle across all customer Touchpoints, creating a competitive advantage.


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



Valued Touchpoint™: A standardized interaction that is customer-centric while advancing the organization's Values, Identity and Strategy, and the touchpoint's goal(s).

The implementation model
  • Designed to guide you to your Experience Strategy and develop and implement your Customer Experience Management Plan
  • Defines and delivers Valued Touchpoints™, enhancing customer journeys, experiences and touchpoints, increasing conversions, loyalty and resultant revenues
  • Surfaces opportunities to improve efficiencies, saving resources
  • Improves customer-centricity, enhancing both customer and employee satisfaction and loyalty
  • Quantifies results, improving priorities and ROI
  • Is ongoing, ensuring continuous improvement and adherence to the Experience Strategy
  • Is organic, engaging customer-facing employees in the process, improving buy-in and positive results

The Touchpoint Principle is universally applicable

  • For the individual, department or organization
  • From improving your personal customer or internal Touchpoints to transitioning your organization’s culture to be more customer-centric
  • No matter the size of your audience – Hank Brigman has presented workshops to 25 and from the main stage to thousands
  • No matter the size of your business – Brigman has helped improve the customer-centricity of individual medical & professional service practices in addition to four of the largest corporations in the world
  • To any type of organization – local or international, private, public or government, for profit or not-for-profit, all have "customers" and Touchpoints
  • For any type of industry – whether you have customers, clients, patients, constituents or donors, Brigman’s messages and methodologies will help you get and keep yours

Coaching an economical option

With budgets always a challenge, ask Brigman about his coaching services. Tap his experience via tele-coaching sessions to save time, effort and resources in your Customer Experience Management efforts.

The benefits of building the three competencies of Identity, Intelligence and Consistency are significant

  • Differentiate
  • A long-term competitive advantage
  • Increase in customer and employee satisfaction, loyalty and retention
  • Improved internal efficiencies

Living the Touchpoint Principle through consulting, coaching, or both

Contact Hank Brigman for a complementary consultation (904.466.1805 or This e-mail address is being protected from spambots. You need JavaScript enabled to view it ). Together you can assess the value an Audit, consulting, and/or coaching can have on your efforts to get and keep more customers.


Through consulting, coaching or speaking, Brigman guarantees your satisfaction.


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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


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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