- Hardcover: 288 pages
- Publisher: William Henry Publishing; 1st edition (July 4, 2013)
- Language: English
- ISBN-10: 0967365236
- ISBN-13: 978-0967365237
- Package Dimensions: 10.1 x 7.2 x 1.1 inches
- Shipping Weight: 1.8 pounds
- Average Customer Review: 1 customer review
- Amazon Best Sellers Rank: #1,835,539 in Books (See Top 100 in Books)
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TOUCHPOiNT POWER! Get & Keep More Customers, Touchpoint by Touchpoint Hardcover – July 4, 2013
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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.
--Colin Shaw, Founder & CEO, Beyond Philosophy
TOUCHPOiNT POWER will help you build customer-centricity. To achieve this important differentiation, master the principles in TOUCHPOiNT POWER.
-- John Tschohl, President & Founder, Service Quality Institute
For over six years we have used Hank's methodologies to improve patient retention and referrals, and our practice's profitability.
-- Marie B.V. Olesen CEO, La Jolla Cosmetic Surgery Centre
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
I know first-hand the wealth of experience Hank brings to guide this process, avoid common pitfalls, and maximize success.
-- Paul Hemburrow, President, Paro Marketing Strategy
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 VP Global Customer Experience
A must have for any customer experience professional.
-- Diane Magers, Customer Experience Executive
This book a go-to reference for any organization.
-- Sandra Fornasier, Director, Customer Experience, Ciena Corporation, Canada
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 & Independent Accounts, GSK
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.
-- Jack Rawle, Senior Director, Worldwide Sales Operations & Effectiveness
From the Author
My experience come from serving as a customer experience leader 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.
I played golf professionally, and still enjoy golf and have recently taken up surfing.
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Senior Director, Worldwide Sales Operations & Effectiveness