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.
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.
- 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
- Transformed – into a customer-centric culture
- Devoted customers & employees – an army of promoters
- Differentiated with a defendable competitive advantage – the ability to dominate
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
TOUCHPOiNT POWER! is printed in brilliant four-color throughout.
As 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.
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.