Touchpoint Power! Get & Keep More Customers, Touchpoint By Touchpoint – Foreword by Peppers & Rogers
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.