Overpromise and Overdeliver: The Secrets of Unshakable Customer Loyalty
by Barrera, Rick
- Used
- Hardcover
- Condition
- Good in fair dust jacket.
- ISBN 10
- 1591840619
- ISBN 13
- 9781591840619
- Seller
-
Bedford, New Hampshire, United States
Payment Methods Accepted
About This Item
Synopsis
Lock in customer loyalty by making-and keeping-a breakthrough brand promise that your competitors can't touchCompanies like American Girl, Best Buy, Washington Mutual, and TiVo came out of nowhere to virtually own their respective markets. How did they scoop their bigger and wealthier competition? It wasn't through a fat marketing budget. It was because they kept their promises...and not just any promises, but dangerously ambitious promises. In fact, these companies overpromised to lure customers in-and then overdelivered to keep them.Rick Barrera, a respected marketing consultant and business lecturer, has studied these word-of-mouth-driven successes and concluded that they are masters of what he calls TouchPoint Branding-the art of making sure that every point of contact between a company and its customers is well executed and fulfills an over-the-top brand promise.Barrera explains how TouchPoint Branding's three major components-Product TouchPoints, System TouchPoints, and Human TouchPoints-can create dramatic market differentiation. The companies featured in the book start with an extraordinary product (like the Hummer), supported by smoothly running systems (like the Sumerset Houseboats Web site), and add satisfying human contact (like the service at an American Girl store).It's an old cliche in business that smart companies underpromise and overdeliver. But in today's crowded market, that's not enough. Barrera's insights and case studies can help any company overpromise...and still overdeliver.
Reviews
(Log in or Create an Account first!)
Details
- Bookseller
- Shane P. Van Hart (US)
- Bookseller's Inventory #
- BOOK.0000250
- Title
- Overpromise and Overdeliver: The Secrets of Unshakable Customer Loyalty
- Author
- Barrera, Rick
- Format/Binding
- Hard cover
- Book Condition
- Used - Good in fair dust jacket.
- Quantity Available
- 1
- Binding
- Hardcover
- ISBN 10
- 1591840619
- ISBN 13
- 9781591840619
- Publisher
- Portfolio
- Place of Publication
- New York, NY
- Date Published
- 2004
Terms of Sale
Shane P. Van Hart
About the Seller
Shane P. Van Hart
About Shane P. Van Hart
Glossary
Some terminology that may be used in this description includes: