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Rick Barrera is available to deliver a
limited number of speeches each year as his schedule
permits. If you would like to learn
more about how you can have Rick speak for your event;
Call Holli Catchpole at 800-835-4458 or email her at
holli.catchpole@overpromise.com. To see a clip of Rick in action
click here. For coordinating and
standalone workshops and more see speech extras at the bottom of
the page.
Overpromise and Overdeliver
The Secrets of Unshakable Customer Loyalty
Description:
In this talk Rick will discuss how companies like Washington Mutual , Lexus,
Google, American Girl, Tivo and others created huge brands in unbelievably
short periods of time by identifying and focusing on the critical TouchPoints
that mattered most to their customers. You will learn which TouchPoints are most
critical and what you must do to deliver flawless consistency to your customers.
Key Concepts:
- Your brand is the sum of the
experiences delivered by your Product and Service TouchPoints, your Systems
TouchPoints and your Human TouchPoints
- Brands are believed to be created at the top
of the organization but the experience your customer receives at the front
line determines your true brand image in the customer’s mind
- Many firms do not have articulated brand
promises. Without an articulated brand promise, customers don’t know what to
expect from your products or services or why they should even do business
with you
- Articulated brand promises also facilitate
internal alignment by detailing exactly what customers should 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
- Breakaway brands have changed the definition
of great customer service from a heroic face-to-face human interaction to an
exceptionally well differentiated product or service delivered by an
exceptionally well executed system.
"Overpromise and Overdeliver" shows you how to
differentiate your brand and your customer service by designing and managing the
appropriate Product, System and Human TouchPoint interactions in the appropriate
blend for your customers
Audiences:
This topic is essential for any company that wants to stand out from competitors
while leading their industry in growth and profit. Senior executives will find
the research and examples compelling. Line managers will learn what has been
missing in their execution and the front line will learn what they must do on a
daily basis to ensure that customers drive the buzz that builds breakaway
brands.
“TouchPoint Branding will enable you to build a world class brand in less time
with less investment”
Participants learn:
- What a brand is and why building a strong
brand is essential to growth, profitability and stock valuation
- Why brand building is everyone’s role and
should not be relegated to the marketing department alone
- That true brand building begins and ends
with customers
- Why traditional brand building methods no
longer work
- How articulating a powerful, differentiated
brand promise drives the creation of a breakaway brand
- How to identify the critical TouchPoints
that matter most to customers and how to ensure that each TouchPoint delivers on
your brand promise
- Why word-of-mouth is rapidly becoming the
most significant brand building tool
- How to use TouchPoint Branding to drive word-of-mouth
- How inconsistency destroys brand value
- How to use the power of alignment to deliver
“Cool Experiences” to customers
- Which 3 encounters create the most value for
customers
- How to define the role, style, look, sound,
feel and actions of your team
- What cutting edge companies in a variety of
industries are doing to create breakaway brands with a fraction of the
traditional investment
- How to keep customers passionately involved
with your brand
Overpromise Speech
extras:
- Books for keynote attendees and access to
the downloadable MP3 audio book.
- Overpromise and Overdeliver
Learning Map Workshop.
- Half or full day to have Rick work with
groups, do panel discussions, or any variety of other program enhancements.
- Custom Mastery courses.
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