Dr Jeff Cornwall

I caught up with Hank Brigman at Saturday’s Northern California National Speakers Association meeting. Over lunch, he asked me about podcasts. So by way of demonstration I pulled out my trusty Olympus DS-330 and interviewed Hank about his business. He’s passionate about customer interactions, or Touchpoints. Most customer interactions – or Touchpoints – are common things; a phone call, email, sales interaction, point-of-purchase ad, Web site, call center rep, invoice, office and store are all examples of common Touchpoints.