Monday, October 8, 2007

Over Deliver on Promises:

John Moore’s excellent book Tribal Knowledge, Tribal Truth #21

“When businesses follow through on the promises they’ve made to their customers, they’re displaying an integrity that’s necessary to building trust between customers and the brand; and they’re also showing a pride in the work they do—the products they make and the services they deliver. Ultimately, how a company follows through on its promises is more a reflection of who that company is and its reason for existing than anything else.

But delivering on promises is not enough today. Businesses, big or small, must find ways to over-deliver on their promises, implied and expressly stated, to customers. That means exceeding the usual expectations and going beyond the minimum corporate standard.”

How simple is this, the way to create customer advocacy is to Over Deliver on Promises!