Call to Action: Linking Direct Marketing Touchpoints and Customer Experience Strategy

Hank Brigman, a pioneer on the front lines of Customer Experience Management (CEM), will present ideas that will make you think, and tools that will improve your direct marketing efforts. You will gain insights into how to better align direct marketing with your organization’s customer experience strategy, if one exists. Don’t have a customer experience strategy? You will better understand its importance and pick up tips and tools for developing your own.

You will gain valuable insights into:
- Applying the two strategies that must be employed to maximize your ability to get and keep customers
- Overcoming the core customer experience problem and resultant problem chain
- Achieving the last and valuable link of the Touchpoint Value Chain
- Utilizing the What, Where, Why, and How of Touchpoints
- Harnessing the four Touchpoint consistency factors

You will learn how to:
- Address the core customer experience problem as it relates to direct marketing
- Apply tips and tools to better serve your organization’s customer experience strategy (if one exists)
- And if no customer experience strategy exists… Develop your own direct marketing customer experience strategy consistent with your brand

Hank Brigman co-founded the pioneering CEM consultancy, Touchpoint Metrics, and co-invented their Touchpoint Mapping® research methodology. Brigman, known as the Touchpoint Guru, is now an independent customer experience and Touchpoint consultant and speaker. He is capturing his innovative methodologies for developing customer experience strategy, implementing it across Touchpoints, and measuring the results in his upcoming book, “Touchpoint Power!.” Brigman has led customer experience/Touchpoint engagements with companies large and small, including three prominent Fortune 30 firms. Hank Brigman can be reached at hbrigman[at]touchpointguru.com.