Interview: Hank Brigman – Touchpoint Guru (redux)

Hank BrigmanI first met Hank at a Northern California National Speakers Association meeting in September 2007. I posted a podcast interview with him at that time, partly to demonstrate how easily podcasts can be created and posted. Since then Hank has signed up for the NSA/NC Pro-Track class and this podcast is part of the ongoing series of Pro-Track Profiles. So, for the first time ever, here’s a second Professionally Speaking podcast with the same person!

Hank’s passion for outstanding customer interactions – or Touchpoints – was born in the food and beverage industry. As a waiter and restaurant manager during collage, Hank experienced first-hand the financial benefit of consistently delivering outstanding customer experiences.

In 2002 Hank co-founded the pioneering research consultancy, Touchpoint Metrics. Hank served as its President/CEO, co-invented their Touchpoint Mapping methodology, and led Customer Experience Management (CEM) engagements with organizations large and small, including with GE, Microsoft, and AT&T.

Now known as the “Touchpoint Guru,” Hank is currently working on his first book, The Touchpoint Principle, How to Dominate Your Market Touchpoint by Customer Touchpoint.

Visit to sign up for Hank’s “Touchpointer” newsletter and for more information regarding CEM, Touchpoints, and how he can help as a speaker or consultant.

I caught up with Hank at a break in a recent Pro-Track class. To hear my interview, click on the podcast icon below.

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Hank nailed it! I met Jeffery Bezos CEO of Amazon at an inventors conference where we were both key note speakers. He also stands behind that advice- Customers Rule! With out the customer- there is no business. That attention to what their needs and wants are is what brought in our first million.By listening to our customers, we continue to win awards and are touted in the education industry as a company whose products serve the needs of their customers. We ask, “How can we make it right for you when things go wrong?” and then go the extra mile to make sure their concerns are met and resolved beyond their expectation. That is customer service!

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