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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Defining and Living an Identity, Touchpoint by Touchpoint

We believe answering the questions of the Identity Pyramid™ forms a basis for consistently delivering Valued Touchpoints™: A standardized interaction that is customer-centric while advancing the organization’s Values, Identity and Experience Strategy, and the touchpoint’s goal(s).


So what are our answers to the foundational questions?

Values: What we stand for – what we are about

We are:

  • Pioneering. You will benefit from our thought leadership and practical and innovative methodologies and tools applied with a sense of urgency and attention to detail.
  • A Partner. You will find us real, striving to understand and to be understood while operating with absolute integrity.
  • Premium. You will experience great and positive people, touchpoints, solutions and results.
  • Playful. Together, we will laugh and have fun while accomplishing great things for you, your colleagues, organization, partners, owners and most importantly, your customers.

Identity: Who are we – our desired customer perception of us

We are: Passionate hands-on builders working with a sense of purpose and urgency, touchpoint by touchpoint. 

Speed_2We are all about building:

  • A high-performing and successful organization of
  •    teammates that embody our Identity
  • Consistently customer-centric touchpoints
  • Mutually successful, trusting and enduring
  •    relationships/partnerships
  • Compelling Experience Strategies and comprehensive
  •    CEM Plans
  • The Three Customer-Centricity Competencies
  • Solid Touchpoint Structures
  • Cultural change
  • Differentiation and long-term competitive advantage
  • Loyalty, value and profit
  • The discipline of Customer Experience Management

Boiled down, we want you to view us as: Hands-on agents of rapid change.

Vision: Where we are headed

Our big hairy Vision is to:

Serve the global need to improve the lives of customers, employees & employers

Mission: How do we get there

Our Mission is to:

happy-loyalProvide a results-based approach to quickly achieving customer-centric cultural change. Apply education, guidance, training, methodologies, tools and structure to expeditiously improve business results through enhancing and quantifying customer and employee experiences, touchpoint by touchpoint.

Huge upside available

Can you answer the above foundational questions for your organization? If so, are the answers consistently baked into each and every touchpoint? If the answer to either of these questions is "no," or "I am not sure," then we can help and there is an enormous upside.

For more information on how we help, contact us today
+1 888.958.1873
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