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.

 

RoundedPhotoHB  Hank Brigman Bio: One-page summary of William Henry "Hank" Brigman's carreer.

RoundedPDF  Hank Brigman One Sheet:  One-page promotion of Hank Brigman as a speaker

 

Videos

 

VideoLinkImage   Hank Brigman Touchpoint Guru Welcome Video

Time 4:23
Time 9:13
RoundedPDF Doc #020 Touchpoint Form soon to be added
RoundedPDF Doc #021 Brigman’s Touchpoint Naming Convention™ soon to be added
RoundedPDF Doc #022 Valued Touchpoint Workshop Process and Decision Flows
The primary flow and decision tree – especially relevant for large organizations.
RoundedPDF Doc #023 Valued Touchpoint Workshop Charter Template
One-page charter template for capturing important and guiding information for a Workshop.
RoundedPDF 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.
RoundedPDF Doc #040 Macro Metrics soon to be added
Summary of several common macro customer relationship metrics.
RoundedPDF Doc #060 CEM Introduction Deck soon to be added
An executive summary introduction to CEM foundations, concepts and benefits.
RoundedPDF 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.

 

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

Sign up for Hank Brigman's periodic TOUCHPOiNTER™ newsletter of tricks, secrets and stories from the front lines of CEM.  As a Touchpointer subscriber you will also receive notification of the release of his upcoming book, TOUCHPOiNT Power!:

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