Resources to Aid Your Customer Experience Management Understanding and Efforts
Click on the titles to view your resources of choice. To stay on top of the resources developed by Hank Brigman, sign up for his "Touchpointer" newsletter.
Hank Brigman Bio: One-page summary of William Henry "Hank" Brigman's carreer.
Hank Brigman One Sheet: One-page promotion of Hank Brigman as a speaker
|Doc #020 Touchpoint Form soon to be added|
|Doc #021 Brigman’s Touchpoint Naming Convention™ soon to be added|
|Doc #022 Valued Touchpoint Workshop Process and Decision Flows
The primary flow and decision tree – especially relevant for large organizations.
|Doc #023 Valued Touchpoint Workshop Charter Template
One-page charter template for capturing important and guiding information for a Workshop.
|Doc #024 Valued Touchpoint Workshop Output Form
A sample form to capture Workshop output, and if applicable, present the output to a governance level for their response.
|Doc #040 Macro Metrics soon to be added
Summary of several common macro customer relationship metrics.
|Doc #060 CEM Introduction Deck soon to be added
An executive summary introduction to CEM foundations, concepts and benefits.
|Doc #061 Hierarchy and definitions of key CEM terms
It is important to speak the same customer experience language. This is a hierarchy of key terms. Download a complete CEM eDictionary www.touchpointguru.com/CEM-eDictionary.html.
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.