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

Sharing original methodologies, tools and secrets to building customer-centricity

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.


Written by a Customer Experience Management Pioneer

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.

Hank  Brigman author Touchpoint Power
W. H. "Hank" Brigman


Enough with examples – let’s get down to solving problems

Soooo many customer experience books share ad nauseam stories from the usual cast of characters – Disney, Southwest Airlines, Nordstrom's – that probably don’t come close to being relevant to your world.  Hank Brigman's TOUCHPOiNT POWER! lays out a logical step-by-step process that you, your department or your organization can apply to becoming more customer-centric. Finally, a customer experience book that is actionable.

Addressing serious problems

TOUCHPOiNT POWER! helps you solve problems that inhibit your ability to get and keep more customers.  Are you:

  • Suffering from stagnate or declining customer, employee or financial metrics?
  • Lacking clarity regarding key foundations such as your core values or Experience Strategy?
  • Lacking quantifiable customer experience metrics or the ability to correlate customer experience to ROI?
  • Experiencing increasing customer complaints that are hindering sales and retention?
  • Working in departmental silos that don’t work and play well together along customer journeys?
  • Leaving customer-facing performance standards to individual employees and suffering the consequences?
Getting & keeping more customers by closing the Strategy-to-Touchpoint Gap

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:

  • Large and small
  • Public, private and government
  • For profit and not-for-profit
  • Local, regional, national and international

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:

  cusman  imedcon  salman


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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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