Touchpoint Power! Get and Keep More Customers, Touchpoint by Touchpoint

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...
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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. 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.