I am humbled by the kind words of others regarding TOUCHPOiNT POWER!...

From Noted Authors and Thought-Leaders
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
As one of the pioneers of Customer Experience industry and having written four books on Customer Experience, I have seen many companies get journey mapping very wrong. TOUCHPOiNT POWER! gets it right. It shows how mapping touchpoints should be used for building a consistently great Customer Experience.
-Colin Shaw
Founder and CEO, Beyond Philosophy
Every touchpoint as an opportunity to build a stronger relationship with a brand. TOUCHPOiNT POWER! helps companies understand exactly how to identify, improve and measure key touchpoints to consistently deliver positive customer/brand experiences. This promotes deeper brand knowledge and advocacy, driving growth and revenue.
-David Wisnom III
Founder and CEO SightCast Inc.
Co-author Before the Brand: Creating the Unique DNA of an Enduring Brand Identity
TOUCHPOiNT POWER! will help you build customer-centricity. Everyone that is committed to driving a service culture will learn a lot from the book. Today many firms believe they are awesome at service. As Hank said, "Your customers must be able to tell or perceive a difference." To achieve this important differentiation, master the principles in TOUCHPOiNT POWER!.
-John Tschohl
President and Founder, Service Quality Institute
Author of Excellence Through Customer Service
From Business Leaders
TOUCHPOiNT POWER! is an outstanding guide that will help you translate customer-centric ideas into a serious, sustainable differentiator. Hank Brigman delivers a disciplined methodology that is as practical as it is visionary. Whether you occupy the back office, the front line, or the C-suite, the TOUCHPOiNT POWER! approach offers excellent tools to apply at every level of your organization.
-Scott Shober
Principal, Ducker Worldwide
TOUCHPOiNT POWER! is a practical guide to help any organization of any size develop and implement a customer-focused strategy. I know first-hand the wealth of experience Hank brings to guide this process, avoid common pitfalls, and maximize success. Chock full of ideas and tips, Hank’s book will help take your organization to new heights and win and retain more customers.
-Paul Hemburrow
President, Paro Marketing Strategy
The success of any company lies in its ability to maximize client relations. Through straightforward, practical steps, TOUCHPOiNT POWER! delivers the goods. Get a jump on your competition by reading this book. Your clients will thank you again and again.
-John Ryan
Vice President, Ketchum Public Relations
For over six years we have used Hank’s methodologies to improve patient retention and referrals, and our practice’s profitability. Through RealPatientRatings™, we are now helping other practices gather voice of patient data so that they too can improve retention, referrals and profitability, touchpoint by touchpoint.
-Marie B.V. Olesen
CEO, La Jolla Cosmetic Surgery Centre
Founder, Chief Patient Experience Officer, The Real Ratings Group, LLC
The increased ability to connect is driving today’s customer revolution. TOUCHPOiNT POWER! is your guide to successfully managing these connections and becoming a “customer company.”
-Alex Bard
SVP and GM, Service Cloud, salesforce.com
A brilliant book by a customer experience pioneer. This hands-on guide is a must read for those who want to win the hearts and minds of their customers.
-Joep Wijman
President of WijmanCoaching, Netherlands
TOUCHPOiNT POWER! teaches Hank Brigman's proven method for delivering a consistent and measurable customer experience. It is like drinking from a fire hose of customer experience knowledge – I made pages of notes. This book provides you with the knowledge and tools to build a competitive advantage and get and keep more patients/customers.
-Walt West
OD, Fellow of the American Academy of Optometry
New devices and new applications create a world where your customer holds the power of touchpoints in their hands, 24x7. TOUCHPOINT POWER! teaches you how to create value for both customer and organization at this and other key touchpoints – deepening your customer’s relationship with your organization.
-Matthew Trifiro
CMO Heroku, salesforce.com

From Customer Experience Professionals
Customer-centricity has rapidly become the most important way to achieve a differentiated competitive advantage. 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 POWER! provides the methodologies, resources and tools to accelerate your customer engagement practice. A must have for any customer experience professional.
-Diane Magers
Customer Experience Executive
The practical application of customer experience concepts is going to make this book a go-to reference for any organization.
-Sandra Fornasier
Director, Customer Experience, Ciena Corporation, Canada
TOUCHPOiNT POWER! is a must-read structural approach to developing and implementing a Customer Experience Strategy across all touchpoints. You will learn exactly how to consistently deliver customer experiences that match your brand and values, and that wow your customers.
-Remy Simonis
Owner, Customer Management Adviesgroep, Netherlands
From Sales Professionals
A focused and structured approach is needed to get and keep the customer at the center of any organization’s efforts. It is great to finally have a book that provides a systematic approach to building that structure, supporting field sales, and achieving the true value of customer-centricity.
-Jackie Beckenbach
Regional Director Corporate and Independent Accounts, Glaxo Smith Kline
     I’ve had the privilege of working with Hank to develop our strategy to improve our customer experience and his results were nothing short of remarkable. His Touchpoint approach is exactly what we needed and it worked! I highly recommend this book and more importantly, utilizing his tools to improve your customer experience.
-Jack Rawle
Senior Director, Worldwide Sales Operations and Effectiveness

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

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