OVER PROMISE AND OVER DELIVER by RICK BARRERA HARDCOVER BOOK BRAND NEW

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eBay item number:154843006300
Last updated on Nov 07, 2022 14:52:17 PSTView all revisionsView all revisions

Item specifics

Condition
Brand New: A new, unread, unused book in perfect condition with no missing or damaged pages. See the ...
Special Attributes
1st Edition
Signed
No
Custom Bundle
No
Narrative Type
Nonfiction
Features
1st Edition, Dust Jacket
Edition Description
Autographed
Inscribed
No
ISBN
9781591840619
Book Title
Overpromise and Overdeliver : the Secrets of Unshakable Customer Loyalty
Publisher
Penguin Publishing Group
Item Length
3.7 in
Publication Year
2004
Format
Hardcover
Language
English
Item Height
0.4 in
Author
Rick Barrera
Genre
Business & Economics
Topic
Marketing / General, Management
Item Weight
15.9 Oz
Item Width
6.2 in
Number of Pages
256 Pages
Category

About this product

Product Identifiers

Publisher
Penguin Publishing Group
ISBN-10
1591840619
ISBN-13
9781591840619
eBay Product ID (ePID)
30968892

Product Key Features

Book Title
Overpromise and Overdeliver : the Secrets of Unshakable Customer Loyalty
Number of Pages
256 Pages
Language
English
Topic
Marketing / General, Management
Publication Year
2004
Genre
Business & Economics
Author
Rick Barrera
Format
Hardcover

Dimensions

Item Height
0.4 in
Item Weight
15.9 Oz
Item Length
3.7 in
Item Width
6.2 in

Additional Product Features

Intended Audience
Trade
LCCN
2004-053489
Dewey Edition
22
Grade From
Twelfth Grade
Dewey Decimal
658.8/343
Grade To
UP
Table Of Content
Contents Acknowledgments vii PART ONE: OVERPROMISE1 Chapter 1 What’s Going on Here?3 Chapter 2 What’s a Brand Promise?21 Chapter 3 Understand Your Brand Promise41 Chapter 4 Make Your Brand Promise Unique65 PART TWO: OVERDELIVER93 Chapter 5 Optimize Your Product TouchPoints95 Chapter 6 Optimize Your System TouchPoints122 Chapter 7 Optimize Your Human TouchPoints150 Chapter 8 A Case in TouchPoint: Washington Mutual185 Chapter 9 A Case in TouchPoint: Lexus199 Conclusion217 Index 219
Synopsis
Companies 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 fulfils an over-the-top brand promise.
LC Classification Number
HF5415.15.B37 2004

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RTJ Global Store

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