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Book Image Not Available
Book details
  • Genre:BUSINESS & ECONOMICS
  • SubGenre:Customer Relations
  • Language:English
  • Pages:288
  • eBook ISBN:9780967365213

Touchpoint Power! Get & Keep More Customers, Touchpoint By Touchpoint

Foreword by Peppers & Rogers

by Hank Brigman

Book Image Not Available
Overview
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. Brigman uses anecdotes, checklists, four-color charts and illustrations to detail exactly how to reap the rewards of transforming into a customer-centric organization. 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 the experiences of their customers by following the step-by-step process shared in TOUCHPOiNT POWER. Included are the techniques for mapping and evaluating touchpoints. As a result, an organization can better meet their customers’ needs while also improving internal inefficiencies and handoffs, improving employee experiences. TOUCHPOiNT POWER is the how to guide to happier customers, employees and owners.
Description
THE “HOW-TO” GUIDE TO GETTING & KEEPING MORE CUSTOMERS, TOUCHPOINT BY TOUCHPOINT In TOUCHPOiNT POWER, Customer Experience Management pioneer Hank Brigman, shares the methodologies, tools, forms, formulas and secrets he used to help organizations drive over $1 billion in additional revenue. It comes down to getting and keeping more customers through consistently delivering positive customer interactions – or touchpoints. This creates a more customer-centric organization, which is great for customers and employees – and the bottom line. TOUCHPOiNT POWER isn’t just a book on why outstanding customer service is good business – there are plenty of books on that topic – it is a how-to book. 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. Brigman uses anecdotes, checklists, charts, rants and deep dives to detail exactly how to reap the rewards of transforming into a customer-centric organization. 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. TOUCHPOiNT POWER is the step-by-step guide to: • Map the customer journey and solve customer experience problems • Establish the structure to bust silos and consistently deliver great touchpoints • Build three competencies that transform the organization’s culture • Quantify the benefits of customer experience efforts in financial terms The results for the 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 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. Managers, executives and owners can improve the experiences of their customers by following the step-by-step process shared in TOUCHPOiNT POWER. Included are the techniques for mapping and evaluating touchpoints. As a result, an organization can better meet their customers’ needs while also improving internal inefficiencies and handoffs, improving employee experiences. 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. Perfect for managers, executives and owners of any organization: large or small, for profit and not-for-profit, global and local, business to business and business to consumer. And no matter what you call your customers: clients, consumers, patients, donors, students, constituents, members, vendors or partners. TOUCHPOiNT POWER will help you build customer-centricity. John Tschohl, President & Founder, Service Quality Institute; Author of “Excellence Through Customer Service” Printed throughout in eye-catching four-color, TOUCHPOiNT POWER is a 288 page guide to happier customers, employees and owners.
About the author
Hank Brigman, President & TOUCHPOiNT Strategist of Customer Experience Strategies, Inc., is recognized as a pioneer in the discipline of Customer Experience Management (CEM). As a CEM thought-leader, Hank shares his insights through posts on his www.TouchpointTalk.com blog, as an “Expert Corner” contributor on SalesForce.com’s Desk.com blog, and via Twitter (@TouchpointGuru). He shares his CEM methodologies and tools in his “how-to” book, TOUCHPOiNT POWER! Get & Keep More Customers, Touchpoint by Touchpoint (William Henry Publishing, 2013), foreword by Peppers & Rogers. “TO YOUR CUSTOMERS, YOU ARE YOUR TOUCHPOINTS” The first to define “touchpoint” on Wikipedia, Hank is known as the “Touchpoint Guru.” His expertise, body of work, and dynamic style position Hank as a sought after speaker on stages worldwide. A PASSION TO IMPROVE CUSTOMER-CENTRICITY Hank’s professional passion is helping organizations increase growth and profits through building customer-centricity, touchpoint by touchpoint. Across strategy, implementation and measurement, he is most often brought in as a coach or with his team to address the need to: - Differentiate/establish competitive advantage – help to build a more customer-centric culture - Address a specific customer experience problem/opportunity – immediately improve metrics - Improve cross-department cooperation along the customer journey – silo busting - QUANTIFIABLE SUCCESS WITH FORTUNE 100 COMPANIES Hank works with organizations large and small. Prominent clients that have realized quantifiable improvements include GE, AT&T, Mentor, Travelers, Novartis, Microsoft, Biomet, and Johnson & Johnson. He is laser focused on generating lasting improvements by helping organizations build the competencies that differentiate and establish a competitive advantage. He also addresses the need to determine ROI and translate customer experience into the language of the boardroom – finance. An asset in these efforts is his original formula for correlating a one point movement in “likelihood to recommend” to revenue. ADVANCING CUSTOMER-CENTRICITY AS AN INNOVATOR & AUTHOR As President/CEO of an early Customer Experience research consultancy, Hank co-invented a process for mapping touchpoints. This original process for inventorying, mapping, evaluating and improving individual customer touchpoints now forms the foundation for many Customer Experience Management methodologies. After graduating from university, Hank enjoyed three years as a professional golfer on the mini tours. He still enjoys golf and has recently taken up surfing. FOR MORE INFORMATION: WEB SITES Corporate: www.CustomerExperienceStrategies.com Personal: www.TouchpointGuru.com Book: www.TouchpointPower.com Blog: www.TouchpointTalk.com CONTACT Hank can be reached at Hank@TouchpointGuru.com or 904.466.1805 SOCIAL MEDIA Twitter: @TouchpointGuru Member Profile: National Speaker Association Short Speaking Demo Video Linkedin Profile Facebook
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