Video: Maximizing Ability to Get & Keep Customers.
Time: 2:21
FAQs Q: What exactly are Touchpoints?

Q: What exactly are Touchpoints?

A: The first to define Touchpoints on Wikipedia, Hank defines touchpoints as:

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


Communication Touchpoints can include:

  • Website
  • E-Mail
  • Letter
  • Brochure
  • Ad
  • Invoice


Human Touchpoints can include:

  • Sales professional
  • Customer service rep
  • Accountant


Physical Touchpoints can include:

  • Store
  • Product
  • Packaging
  • Office
Sensory Touchpoints can include:
  • Music (in a store)
  • Temperature (in the mall)
  • Smell (popcorn at the movie)


Sign up for my periodic TOUCHPOiNTER™ newsletter of tricks, secrets and stories from the front lines of CEM:



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


 © Copyright 2012-2017 Touchpoint Guru. All rights reserved.