Maintain your customer service edge

The Desk.com Blog is a storehouse of support guru best practices, infographics, and social media strategies that you can use to perfect your brand of hero-quality customer service.

Hank Brigman

Hank Brigman

Hank Brigman is the author of TOUCHPOiNT Power , your “how-to” guide for differentiating and getting and keeping more customers, touchpoint by customer touchpoint. A sought after consultant, coach and speaker, Hank quickly drives quantifiable results. Clients include five in the Fortune 100. Visit www.TouchpointGuru.com for more information and to subscribe to his TOUCHPOiNTER newsletter.

http://www.TouchpointGuru.com


Driving Positive Word-of-Mouth Through the Customer Lifecycle

Hank Brigman has many years of experience sharing methodologies, tips and best practices on customer service. This is part of  a series he’s shared with Desk.com from his upcoming book TOUCHPOiNT Power. Customer journeys and product journeys are part and parcel to developing assets for a successful organization. Where the product journey creates a physical asset, the customer journey creates… Read more »


Wise Up: How to Measure The Right Customer Information

Hank Brigman has many years of experience sharing methodologies, tips and best practices on customer service. This is part of  a series he’s shared with Desk.com from his upcoming book TOUCHPOiNT Power. To be customer-centric, you must know and listen to your customers, and then get the right information to the right people at the right time. While numerous companies engage… Read more »


To The Test: Assessing Your Customer Centric Competencies

Hank Brigman has many years of experience sharing methodologies, tips and best practices on customer service. This is part of  a series he’s shared with Desk.com from his upcoming book TOUCHPOiNT Power. So many organizations start out with the best of intentions when it comes to their customer experience management efforts. Many trip over unforeseen organizational challenges in their efforts… Read more »


Your Competitive Advantage: Customer Service

Hank Brigman has many years of experience sharing methodologies, tips and best practices on customer service. This is part of  a series he’s shared with Desk.com from his upcoming book TOUCHPOiNT Power. As organizations seek to differentiate and gain a competitive advantage, the problem becomes how to build customer centricity into the very fabric of the organization’s DNA. The fact… Read more »


The Right People at the Right Time: Answering Customer Service Questions

Hank Brigman has many years of experience sharing methodologies, tips and best practices on customer service. This is part of  a series he’s shared with Desk.com from his upcoming book TOUCHPOiNT Power. We’ve talked about how to acquire useful, relevant information by analyzing customer service questions and answers. But then you have to know what to do with it. Giving… Read more »


Are You Listening: The Voice of the Internal Customer

Hank Brigman has many years of experience sharing methodologies, tips and best practices on customer service. This is part of  a series he’s shared with Desk.com from his upcoming book TOUCHPOiNT Power. To serve your customers well, you have to find out if your departments actually function together or if their relationships are more dysfunctional than those… Read more »


Understand Your Customer’s 3 Journeys to Provide Customer Service Excellence

Hank Brigman has many years of experience sharing methodologies, tips and best practices on customer service. This is one of several articles he has contributed from his upcoming book TOUCHPOiNT Power to the Expert Corner series on the Desk.com blog. Guess which experience provides customer service excellence? Customer’s interaction with a company can be like taking a well-planned vacation, on a… Read more »



Standardize to Get and Keep More Customers

To achieve your desired company identity, your marketing communications must align with the reality of how your customers experience your brand. But most companies don’t seem to make this essential connection. For example, years ago, package-delivery company DHL ran a prominent ad campaign claiming they were “putting service back into the delivery business.” One ad… Read more »


The Core Customer Experience: Avoiding the Four Deadly Sins

Hank Brigman has many years of experience sharing methodologies, tips and best practices on customer service. This articles is one of several he will contribute to the Expert Corner series on the Desk.com blog. We asked employees at a financial services division of a Fortune Five conglomerate for their customer-service best practices. Many of them focused on how quickly they returned customer calls…. Read more »


Get Started Free Request a Demo

Try Desk free. No Credit Card required.