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Overspromise and overdeliver - Rick berera

Filled with advice, examples and inspiration, Rick Berrera`s book is organised into two sections: Overpromise and Underdeliver. The first section engages the reader in a discussion of brand promises; how they drive company growth, and ways that well-framed brand promises differentiate companies in the marketplace. Barrera`s educational writing is seasoned with recent real-world examples. The second section concentrates on meeting and exceeding customer expectations with three categories of Touch Points. Barrera doles out sage advice on how to avoid the pitfalls and how to do things right when it comes to customer service, which he claims will drive many, if not most, American businesses. The concepts here will appeal not only to recruiters but educators in all environments. Like At Pacino`s character says somewhat exaggeratedly in The Insider, "When I came on this job I came with my word intact. I`m gonna leave with my word intact."

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