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.
