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.

Book BF
Hardcover: $17.95
e-book: $17.99


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.




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.


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