Overpromise and Overdeliver is about creating a brand promise that provides value for your customers. Articulated brand promises also facilitate internal alignment by detailing exactly what customers can expect and what employees must deliver. Alignment is essential. When there is a disconnect between the brand promise and the customer experience delivered at the point of contact, brand value is destroyed. Alignment is achieved when everyone in the company has the same set of guidelines and understanding of the companies TouchPoints.

Overpromise Inc. has developed a standardized process for implementing the TouchPoint philosophy based on extensive research as presented in the book Overpromise and Overdeliver.   Overpromise has formed a group of these best in class companies to help deliver the complete suite of Overpromise services.  Each company brings best in class people, processes and methodologies to the group, as well as a commitment to the ideals of Overpromise and Overdeliver.  Each company is an Overpromise and Overdeliver Partner and will work with our core team to meet your specific needs.  Below are more in depth discussions of some of these processes and tactics that Rick came across during his research for the book and formation of the group. We wanted to share some of these with you, the readers and believers in the Overpromise and Overdeliver philosophy.  Check back often as we will continue to update and add information to this page.  For more information on how to apply any of these concepts call Overpromise Inc. at (877)-FOR-OPOD or (877)-367-6763 or email us at info@overpromise.com

We hope you find the following information interesting and useful:

Overpromise Implementation Overview PDF 31KB
The basic 5 step process for implementing the TouchPoint philosophy is presented graphically in these slides.  We have a systematic way to evaluate, design and rollout a full process for any company.  By evaluating your current state according to the whole process we will work together to identify which areas and process need more or less work in your application.

Engaging People PDF 980KB
How visual learning works - Flash 512KB
In order to bring about alignment in a company you must have your people engaged.  People remember and understand better what they learn through engagement and visuals rather than just reading.  The PDF and Flash presentations show examples of how you can engage people people in your brand promise and all aspects of your business.

Accelerated Change Management (ACT) Slides PDF 464KB
ACT white paper PDF 873KB
When you really need to change the way your company thinks and acts you need a transformation, in fact you need a proven process based on research studies to get your company and employees thinking and working together to meet your goals.  The Accelerated Change Management process will help you get your ACT together.  Based on research done by Bob Miles at Harvard Business School and put into practice and refined by Bob over the past 25 years.

Learning Theory White Paper  PDF 378 KB
Learning Theory Flash Overview - Flash 4MB 
Better training will help everyone in the company to better deliver on the brand promise. One way to train better is to learn better.  BrainX has developed a program that systematically helps people better retain the information they have learned. Rick’s enthusiasm for the product is demonstrated in his own use of BrainX including the CD in the back of the book, which is a BrainX learning guide for the Overpromise and Overdeliver book.  View the flash player for an overview of how we learn or click on the white paper for an in-depth discussion.