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

• 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.