TOUCHPOiNT POWER!

What TOUCHPOiNT POWER! is all about is helping to build the greatest value for each of your customers in order to realize the full value potential for your company.
-Don Peppers and Martha Rogers, Ph.D.
Co-authors of Extreme Trust: Honesty as a Competitive Advantage
Your “how-to” guide to getting & keeping more customers, touchpoint by touchpoint

In TOUCHPOiNT POWER!, I share the methodologies, tools, forms, formulas and secrets I have used to help organizations drive over $1 billion in additional revenue getting and keeping more customers, touchpoint by touchpoint. It all comes down to consistently delivering positive customer interactions – or touchpoints. This creates a more customer-centric organization, which is great for customers, employees and employers.

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TOUCHPOiNT POWER! isn’t just a book on why outstanding customer service is good business – there are plenty of books on that topic – it is a how-to book. I have written TOUCHPOiNT POWER so that you know exactly how to build the structure most companies are missing – the structure that creates and consistently delivers customer-centric touchpoints that advance your identity and strategies.

Touchpoints are important. They impact your customers’ perceptions and decisions – and your organization’s bottom line.

TOUCHPOiNT POWER! is your step-by-step guide to:
  • Map the customer journey and solve customer experience problems
  • Establish the structure to bust silos & consistently deliver great touchpoints
  • Build three competencies that transform your culture
  • Quantify the benefits of customer experience efforts in financial terms
The results for you, your department or organization:
  • Transformed – into a customer-centric culture
  • Devoted customers & employees – an army of promoters
  • Differentiated with a defendable competitive advantage – the ability to dominate
Serving all kinds of organizations and customers
Perfect for managers, executives and owners of any organization: large or small, for profit and not-for-profit, global and local, business to business and business to consumer. And no matter what you call your customers: clients, consumers, patients, donors, students, constituents, members, vendors or partners.

Subject: Business/Customer Service.
Price: $24.95, Hard Cover
288 pages, 4-color, 108 illustrations/charts.
ISBN 10: 0-9673652-3-6; ISBN 13: 978-0-9673652-3-7

The deliberate process of architecting experiences to deliver at critical customer touchpoints is fundamental to the craft and discipline of customer experience. Hank’s book will be a great resource to support embedding that skill inside your organization.
-Jeanne Bliss
Author, Chief Customer Officer; President, CustomerBliss
Co-founder, Customer Experience Professionals Association

TOUCHPOiNT POWER! is printed in brilliant four-color throughout.

BioHankColorSmlShadowAs a consultant, I have helped organizations large and small, including multiple Fortune 100 companies, improve their customer-centricity and quantify the results. As the head of customer experience for a multi-billion dollar operating company of a Fortune 50 company, I helped drive a 15 point increase in “likelihood to recommend.” This increase correlated to an annual increase in $37.5 million in revenue. The first to define “touchpoint” on Wikipedia, my professional passion is helping organizations improve business results through a structure approach to improving customer and employee touchpoints.

 

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Quotes

TOUCHPOiNT POWER! gets it right. It shows how mapping touchpoints should be used for building a consistently great Customer Experience.
-Colin Shaw
Founder & CEO, Beyond Philosophy
TOUCHPOiNT POWER! will help you build customer-centricity. Everyone that is committed to driving a service culture will learn a lot from the book.
-John Tschohl
President & Founder, Service Quality Institute; Author of Excellence Through Customer Service
We have found that Brigman’s practical approach to customer-centricity engages and empowers people throughout our organization. Apply TOUCHPOiNT POWER! to differentiate, and to enhance both customer and employee satisfaction and loyalty.
-Lars A. Janson
Vice President Global Customer Experience

Touchpoint: Each interaction – physical, communication, human and sensory – with and within your organization.

TOUCHPOiNTER

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