TOUCHPOiNT POWER! Get & Keep More Customers, Touchpoint by Touchpoint

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9780967365237: TOUCHPOiNT POWER! Get & Keep More Customers, Touchpoint by Touchpoint
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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.

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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 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. As the first to define the word "touchpoint" on Wikipedia, I subscribe to the fact 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, our fellow colleagues and owners.

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 AssociationTOUCHPOiNT 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 termsThe 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.

"About this title" may belong to another edition of this title.

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