Core Customer Experience Problem:

Inconsistent and/or negative customer touchpoints inhibit the ability to get and keep desired customers and employees, negatively impacting financial metrics.

We solve this problem.

Typical Initial Engagements:

For information on the type of engagements clients typically start with, click here.



Get & Keep More Customers, Touchpoint by Touchpoint, foreword by renowned thought-leaders Peppers & Rogers. This “how to” book is set to revolutionize how organizations approach and benefit from Customer Experience Management. Click the cover for more information in a new window.

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Each interaction – communication, physical, human and sensory – with and within your organization. Source: Hank Brigman, President and the first to define touchpoint on Wikipedia
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Resources to aid your Customer Experience Management Understanding and Efforts


Click on the titles to view your resources of choice.  To stay on top of the resources developed by Hank Brigman, sign up for his "Touchpointer" newsletter.


RoundedPhotoHB  Hank Brigman Bio: One-page summary of William Henry "Hank" Brigman's carreer.

RoundedPDF  Hank Brigman One Sheet:   One-page promotion of Hank Brigman as a speaker



VideoLinkImage   Hank Brigman Touchpoint Guru Welcome Video

Time 4:23
Time 9:13
RoundedPDF Doc #020 Touchpoint Form soon to be added
RoundedPDF Doc #021 Brigman’s Touchpoint Naming Convention™ soon to be added
RoundedPDF Doc #022 Valued Touchpoint Workshop Process and Decision Flows
The primary flow and decision tree – especially relevant for large organizations.
RoundedPDF Doc #023 Valued Touchpoint Workshop Charter Template
One-page charter template for capturing important and guiding information for a Workshop.
RoundedPDF Doc #024 Valued Touchpoint Workshop Output Form
A sample form to capture Workshop output, and if applicable, present the output to a governance level for their response.
RoundedPDF Doc #040 Macro Metrics soon to be added
Summary of several common macro customer relationship metrics.
RoundedPDF Doc #060 CEM Introduction Deck soon to be added
An executive summary introduction to CEM foundations, concepts and benefits.
RoundedPDF Doc #061 Hierarchy and definitions of key CEM terms
It is important to speak the same customer experience language.  This is a hierarchy of key terms.  Download a complete CEM eDictionary

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