About the Author: Hank Brigman
“To your customers, you are your touchpoints”
Hank Brigman is recognized as a pioneer and thought-leader in the exploding discipline of Customer Experience Management (CEM). The first to define “touchpoint” on Wikipedia, Hank is known as the “Touchpoint Guru.” His expertise, body of work, and dynamic style position Hank as a sought after speaker on stages worldwide.
- Differentiate/establish competitive advantage – help to build a more customer-centric culture
- Address a specific customer experience problem/opportunity – immediately improve metrics
- Improve cross-department cooperation (silo busting) – mapping, evaluating and improving touchpoints
Founder & CEO, Beyond Philosophy
President & Founder, Service Quality Institute; Author of Excellence Through Customer Service
Vice President Global Customer Experience
Touchpoint: Each interaction – physical, communication, human and sensory – with and within your organization.