TY  - BOOK
AU  - Barrera,Rick
TI  - Overpromise and overdeliver: how to design and deliver extraordinary customer experiences 
SN  - 9781591842682 (hbk.)
AV  - HF5415.15 .B37 2009
U1  - 658.8343 22
PY  - 2009///
CY  - New York, N.Y.
PB  - Portfolio
KW  - Product management
KW  - Brand loyalty
KW  - Customer loyalty
N1  - Includes bibliographical references (p. 209-215) and index; Overachievers overpromise -- What's a brand overpromise? -- How do you build your overpromise? -- How do you make your brand overpromise unique? -- How do you optimize your product touchpoints? -- How do you optimize your system touchpoints? -- How do you optimize your human touchpoints? -- A case in touchpoint : Lexus -- A case In touchpoint : Apple
ER  -