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Touchpoint Power! Get & Keep More Customers, Touchpoint , by Touchpoint - Foreword
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In TOUCHPOiNT POWER!, Customer Experience Management pioneer Hank
Brigman, shares how to identify and improve each of the interactions -
or touchpoints - that impact customer perceptions and decisions, and an
organization's bottom line.
Managers, executives and owners of
any type and size of organization will learn step-by-step how to get and
keep more valued customers, and employees.
Your step-by-step guide to:
✓ Map your customer journey & solve customer experience problems
✓ Bust silos & consistently deliver great touchpoints
✓ Build three competencies that transform your culture
✓ Quantify the benefits in financial terms
Renowned thought-leaders and best-selling authors Don Peppers and Martha Rogers, who wrote the foreword, state:
"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."
Managers, executives and owners
can improve customer experiences by following the step-by-step process
shared in TOUCHPOiNT POWER. Included are the techniques for mapping and
evaluating current touchpoints, and designing, implementing and
measuring improved touchpoints. As a result, a department or
organization can better meet their customers' needs while also improving
internal inefficiencies and handoffs.
Printed in four-color, TOUCHPOiNT POWER is your go-to resource for
improving customer AND employee acquisition, satisfaction and retention,
and the bottom line.
- Sales Rank: #1132961 in eBooks
- Published on: 2013-07-04
- Released on: 2013-07-04
- Format: Kindle eBook
Review
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
Every touchpoint is an opportunity to build or destroy loyalty. It's great to see a book like this helping organizations deliver the customer experiences that make the most out of each of those critical moments.
--Bruce Temkin, Managing Partner of Temkin Group
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 and President, CustomerBliss
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 & CEO, Beyond Philosophy
Everyone that is committed to driving a service culture will learn a lot from the book. 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 & Founder, Service Quality Institute
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
From the Author
My professional Mission is to; serve the global need to improve the lives of customers, employees and employers.
�In TOUCHPOiNT POWER I share, step-by-step, how to build the customer focused structure and competencies to help you get and keep more desired customers and employees.�This will improve your financial results.
My experience comes from my work both in-house, and as a customer experience consultant and coach. �My methodologies and tools have helped drive over a billion dollars in additional sales and savings with organizations small and large - from sole proprietors to several Fortune 100 companies.�
I am honored to have shared the concepts in TOUCHPOiNT POWER through keynotes and programs with audiences on four continents.
�As the first �to define the word "touchpoint" on Wikipedia, I support the concept that: to your customers, you are your touchpoints.�
I played golf professionally, and still enjoy golf and have recently taken up surfing.
I hope you enjoy and benefit from TOUCHPOiNT POWER. �I welcome your questions and feedback. �Together, let's improve the lives of customers, employees and employers.�
From the Back Cover
Your Field Guide to More Customers and ProfitsWhether your organization is global or local, getting and keeping customers is impacted by each interaction - or touchpoint. �Good or bad touchpoints impact customer perceptions and decisions - and your bottom line.
�To your customers, you are your touchpoints!
Every touchpoint is an opportunity to build or destroy loyalty. It's great to see a book like this helping organizations deliver the customer experiences that make the most out of each of those critical moments.Bruce TemkinManaging Partner of Temkin Group & Chairman of the Customer Experience Professionals Association
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
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
Hank Brigman shares how to build the customer focused structure and competencies needed to get and keep more customers. Brigman's methodologies and tools have helped drive over a billion dollars in additional sales and savings with organizations - small and large - including several Fortune 100 companies.
A sought after speaker, Brigman has inspired audiences on four continents with his dynamic keynotes and programs. The first to define "touchpoint" on Wikipedia, Brigman is known as the Touchpoint Guru.
Most helpful customer reviews
2 of 2 people found the following review helpful.
Touch Point Power is truly Powerful!
By Jack Rawle
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 & Effectiveness
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