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Bill Bachrach: Success Leaves Clues (Don't Shoot the Messenger) |
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 You have probably heard the saying that success leaves clues. These "clues" are Universal Truths or Laws of Nature that we observe successful people following that provide a good example of what to do if we would like to be successful also. These are things we accept as being true and unchangeable. Some of the more obvious Universal Truths or Natural Laws are that humans need to breathe air to survive, gravity, and that water is wet.
Another such Natural Law is what I call The Rule of 168. There are only 168 hours in the week and your success and happiness in life are determined by how you choose to invest your 168 hours. This was not my idea. God did not confer with me when he or she decided how long it would take the Earth to make a complete spin on its axis or the time required for the Earth to revolve around the sun. It is what it is. Resistance is futile. Please don't shoot the messenger.
Jack Nicholson's character (Colonel Nathan R. Jessep) in the movie A Few Good Men delivered one of the most famous lines in the modern movie era, "The Truth! You can't handle the truth!" I propose that life is better when you choose to handle the truth. Success is leaving clues about the truths required to be successful. Are you listening? Do you see them? Will you choose to handle the truth?
As with the Rule of 168, there are Natural Laws and Universal Truths about what is necessary to be a successful Financial Advisor. I did not invent these truths any more than I had input into how many hours there are in a day or week. I have just been a diligent observer taking good notes. This may not be a complete list, but I doubt you will disagree with anything on it. What you do with this information is your choice. Remember, don't shoot the messenger.
- Must have the skill and confidence to engage people in conversations that could lead to the next step of them potentially doing business with you. These can be with people you already know, people you meet in the course of your everyday life, or referrals. The result of these conversations must be enough appointments on your calendar to yield enough clients to make your business successful.
- Must have the skill and confidence to conduct an initial client interview where you establish a bond of trust and the outcome is that a high enough percentage of these people hire you so your business is successful.
- Must have the skill and confidence to answer any question any prospect, or client, could ever ask at any time.
- Must have the skill, confidence, and resources to create a plan of action that gives your clients the highest probability to achieve their goals.
- Must have the skill and confidence to articulate how much you charge, what they get, and that it's a good value for them.
- Must have the skill and confidence to set the right price for your services so your business is successful and your life works.
- Must have the skill and confidence to give advice to clients about the necessary action required for them to achieve their financial goals in a way that inspires them to act.
- Must have the skill and confidence to conduct regular, productive progress meetings with your clients so they stay on track to achieving their goals.
- Must have the skill and confidence to have crucial conversations with your clients when they become "their own worst enemy" and want to do things that are not consistent with them achieving their goals.
- Must have the skill and confidence to build and lead your team of the Technical and Administrative Subject Matter Experts necessary to deliver on your promise to your clients. (The Rule of 168 mandates that there is not enough time to do it all yourself.)
- Must have the skill and confidence to conduct referral conversations that generate referrals.
- Must have the skill and confidence to make follow-up phone calls and engage the people, to whom you have been referred, in constructive conversations that could lead to the next step of them potentially doing business with you.
- Must develop the skill and confidence to recognize high pay-off activities, fill your calendar with high pay-off activities, do the high pay-off activities, and delegate or drop lower pay-off activities.
- Must develop the emotional fortitude and discipline to develop these skills and confidence.
- Must be willing to learn these skills from others if you were not born with them.
- Must develop the emotional fortitude and discipline to consistently and repeatedly implement the skills and confidence that produce results both on the days when you feel like it and the days when you don't feel like it, regardless of events out of your control such as what's happening in the market, the economy, or the world.
- Must document the processes and systems that will be repeatedly used to acquire clients, serve clients, and lead the business.
- Must generate enough business revenue, so after paying your business expenses and taxes, there is enough money left to pay for you to live a good lifestyle now and enough money for you to fund your future goals, such as your own financial independence. In other words, you have enough money to get and keep your own financial house in order.
- Must develop the ability to produce these business results in a reasonable amount of time per day, week, month, and year in order for other important aspects of your life to get the attention they need and to be enjoyed. Ie: family and friends, health and fitness, fun and recreation, spiritual growth, mental health, philanthropy, etc.
Perhaps you can think of a few other "musts" in order to have a successful financial services business. This list truths will at least get you started.
Here's what else that I have learned about Universal Truths and Natural Laws:
You can't change them. You can't fight them. They have no emotion. They have no investment in whether or not you succeed or fail. In fact, they don't care if you live or die. It's impossible for them to care about you because they don't even know you exist. They don't care about your background, your upbringing, your personal story, your personal tragedies, or your strengths and weaknesses. They don't care if you suffer from depression, addictions, or were abused as a child. They don't care about your race, your religion, your gender, your age, or your heritage. They don't care if you grew up poor, middle-class or wealthy. They don't care how unique you are, how special you are, or how important you are. They don't care how much potential you have. They don't care how much you are loved by your parents, your grandparents, your children, your spouse, your friends, your pets, or how much you love them back. They don't care if you are attractive or unattractive, healthy or unhealthy, fit or out of shape, able-bodied or disabled. They don't care how smart you are, how experienced you are, or how much you care about helping people. They don't care if you are having a bad hair day or a no-hair day. They don't care if your house burned down, your spouse left you, or your dog died. They have no interest in your needs, your wants, your goals, your aspirations, or your values. They don't care about your religion, your faith, or your beliefs. They don't care how much value you bring to your community or how much of a difference you are making in the world. They are not mean or malicious. They have no agenda. They don't have any emotional capacity to be concerned about anything or anyone. They are what they are. The Laws of Success. Universal Truths. Natural Laws. Please don't shoot the messenger. None of this is my idea. It is what it is.
There are simply Universal Truths and Natural Laws that exist for every Financial Advisor who chooses to be successful at acquiring and serving clients.
To whatever degree you choose to deny, resist, or fight Universal Truths and Natural Laws is the degree to which you will fail to achieve your potential. Whatever time and energy you expend to change them or resist them is wasted time that you will never get back.
Surrender to these laws and you will immediately experience more inner peace. Embrace these truths and you will move to a higher level of professional success and happiness in life.
Commit to developing more skill, more confidence, more emotional fortitude, and more discipline in each area described above and you will soon be enjoying far greater results.
And, remember, don't shoot the messenger. None of this way my idea. I didn't get a vote either. I'm just trying to help and do the best I can on my journey... just like you.
We Believe in You ,
Bill Bachrach, CSP, CPAE
(Speaker Hall of Fame)
Chairman & CEO; Bachrach & Associates, Inc.
Author: Values-Based Financial Planning & High Trust Leadership ________________________________________
Contact Anne
Bachrach at the Financial Services Speakers Network at anne@fsspeakers.net to schedule Bill
Bachrach to speak at your next meeting or conference.
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Anne Bachrach: 5 Tips on Making Successful Commitments That Produce Results |
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 Most of us cringe when we hear the word "commitment" because we associate it with feelings of sacrifice. Our commitments fail because we get caught up in the struggle of trying to change where life seems to be taking us and where we want to go. Our every day habits consume our thoughts - leaving no room for thoughts of why we started the process in the first place. Our health becomes a struggle between exercise and chocolate cake; how we spend our time becomes a struggle between work, family, and fun, and so on and so on.
The struggle ends up consuming us and we give up trying to change because it's just too hard. What we thought would be efforts to lead us to a new life, end up being just a temporary change. We've tried before and failed again, and the conclusion comes down to a discouraged excuse - I just couldn't do it, I didn't have time, or it was too hard.
"Is your commitment unquestionable? And if it isn't, how much is that costing you?"
- Scott Ginsberg
The truth in making a successful commitment is nothing more than a making a choice to create a desired future outcome. You may say that people who stick to their commitments are an exception, and you are definitely not one of those people. Well, I'm here to tell you that commitments are not personality specific. Each of us has the capability to set successful commitments. So now you're saying, if that's the case, why do so many of us fail? I believe it is because most people don't know how to make the decisions that create successful commitment.
Here are five tips on making successful commitments that produce results.
1. Commitment is Nothing More Than Choice You are choosing your desired future outcome over your current reality. If you really want to lose weight, then you choose to be fit. If you really want to have more ideal clients, then get clear on what an ideal client looks like and go out and get more of them. That's it - you just made a choice! Once you choose your desired future outcome, you remove the struggle that leads to exceptions.
2. Instant Gratification vs. Future Outcome A successful commitment relies on the individual steps between your current reality and your goal. Make every step count, and you will get there faster and easier. Instant gratifications shouldn't even enter your mind. The only thing you should be focused on is your future outcome, and it should mean more to you than momentary desire for instant gratification. By holding your future clear in your mind, you will make the right decisions to support your goals. You work with your clients to have this perspective so the same should also apply to you.
3. Success Relies on 100% Commitment It's easy to make excuses and exceptions, but it's harder to get back on track once you've made room for them. Successful goal achievement requires 100% commitment. Not 99%, not even 99.9%. Making exceptions sets you up for failure and makes it harder to stay on track. Decide what you can commit to and stick to it - no excuses, no exceptions. You'll find that 100% commitment is actually easier than 99.9%, because you remove distractions, and the emotion around them. When you can focus solely on your goal, not your distractions, it will be easier to stay on track.
4. Casual Interest or Complete Dedication You might be interested in losing weight, but are you committed to being fit and healthy? You might be interested in saving money for a down payment on a house, but are you committed to a budget? These are all questions to ask when committing to a goal. Your level of desire will determine your results - period. If you only have an interest in something, it will be easier to let it go. However, if you really want something, you will be committed to creating it.
5. Visualize Your Goal Visualization is powerful and will support your efforts. Spend a few moments every day, in the morning and evening, visualizing your desired outcome. Imagine it as if you were already there. Feel how good you feel, and completely immerse yourself in the smell and sounds of the environment. When you are able to focus on the end result instead of momentary temptation, you will make the right choices that support your desired outcome.
If you've tried and failed in past commitments, it doesn't matter. The past is the past, and you are a different person today. Starting right now, you are now armed with the strength and the tools you need to successfully commit to creating your desired future outcome.
There is a difference between interest and commitment. When you're interested in doing something, you do it only when it's convenient. When you're committed to something, you accept no excuses, only results.
- KEN BLANCHARD
Author of over 30 books, including the best-seller, The One Minute Manager
Anne M.
Bachrach. All rights reserved.
Anne M. Bachrach is the author of the book, Excuses Don't Count; Results Rule!, and her newest book Live Your Life with No Regrets; How the Choices we Make Impact Our Lives will soon be available. She has 23 years of experience training and coaching. Anne helps financial professionals keep and get more clients while maintaining balance in their life. Through her proven systems, she inspires Advisors to stay focused and take action on the highest payoff activities that lead to their ultimate professional and personal success. Take advantage of the many complimentary resources on her website (www.AccountabilityCoach.com) and subscribe to her blog (www.AccountabilityCoachBlog.com). ________________________________________________________________________
If
you're looking for a cost-effective way to help you stay focused and gain a
competitive advantage to achieving your goals in the current economy, click
here to learn more about joining Anne Bachrach's 90-Day Goal Achievement
Group Coaching Program.
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Mark Little: A Lesson in "Missing the Point" |
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 I was annoyed this past weekend when I ate at one of our customary spots for dinner. Our customary waiter took our customary order and at the end of the meal, he brings the bill and, as is his custom, asks me to go online to take their survey (which asks about the décor and location but fails to ask about the things I really value). I figure, "What's the point?" By contrast, at the very best restaurant in my area, as I'm leaving, the maître d' never fails to ask me the key questions which isolate the two key things I value most in a restaurant. He leans forward and intently asks me,
- "How was the food?". Then he asks,
- “How was the service?” Now there's a man who knows how his value is measured by his best customers.
In the financial services industry it's easy to miss the simple things which Ideal Clients value the most. One of the hardest things for financial advisors to do is to make the mental shift from a perception of what the client values most to what clients actually values the most. Let's examine this in a bit of detail, using my own "mental shift," a decade ago, as an example.
Most financial advisors come from some narrow part of the financial services industry and believe the client places value around that experience. Rather than the financial planning, tax planning, estate planning, or the insurance "sides" of our business, I came from the "investment side" of the business. For twelve years I was paid commissions to select, implement, and watch-over investments for my clients. As I was contemplating moving my business to a more comprehensive financial services business model, I struggled with my perceptions about what my clients valued most in our relationship.
Back then I believed; "My clients hire me to pick and then allocate investments; that's what they value most. If I delegate those tasks, my clients will have no reason to remain with me."
Somehow I knew this was wrong, but it was a perception which I had well-honed and treasured for over a dozen years; therefore a perception which was hard to bend. I started with what I knew. From experience I had seen that those advisors who offered the most comprehensive financial services were 1. The most highly-compensated, and 2. Were the most indispensible to their clients.
To offer fully comprehensive financial services, I knew intuitively that no single advisor had full mastery of the "five sides" of our financial services industry. Therefore, I decided, successful comprehensive financial advisors must have outside experts somewhere. My observations of the clients of comprehensive financial advisors led me to the belief that, before selecting a Trusted Advisor, a client must be convinced that the advisor is highly-competent and "worthy of trust." With those beliefs I began my own distressing "mental shift" about what my Ideal Clients truly valued most in our relationship. I met with my best clients and conducted very candid conversations about my greatest value in their lives.
The hardest thing for me to grasp was the same thing I have seen advisors struggle with most with over the years. The simple truth, which seems to be the most arduous mental shift for advisors, is that clients value your leadership most; it creates time for them.
Once I embraced this truth, my value proposition changed from "picking suitable investments for a commission" to;
"For a $ _____ (flat fee), you get comprehensive financial services. That means that I will hold a team of Best-in-Class Subject Matter Experts accountable to make sure you get the best advice to get your entire financial house in order and keep it that way... forever. There are ten financial areas we have identified as "comprehensive financial services" and 139 check-boxes underneath those ten which our team "checks-off annually" at our three progress meetings, to ensure you are on-track."
Think about it, most of your Ideal Clients already had tax people, insurance people, estate planning lawyers, and investment people in their lives long before they met you. My own clients conveyed clearly to me, and our subsequent research has proven-out, that what is most valued is an advisor who is identified as “competent and worthy of trust" stepping-up, with an organized process in-place to lead a team of Best-in-Class Subject Matter Experts. This saves time for your Ideal Clients; a gift. Light Bulb Moment; the fact that you actually have a process and will orchestrate all the people in your Ideal Client's financial life, is the greatest value.
When I was launching The TrustedAdvisorToolkit.com™ turn-key business management operating system for financial advisors, one advisor, who described himself as “Marcus” posted this comment to my blog;
"From my 25 years of experience trying to find "Best in Class" experts to handle the client deliverables takes some doing. Also, if you succeed in doing so you are no longer a "Trusted Advisor" but become a "Trusted Coordinator" of services. Also the emphasis on the word trusted is a bit overdone; especially in today's environment."
Beautiful! In one simple blog-post, this financial advisor has successfully captured most of the major limiting beliefs I encounter;
- Finding Deliverables Team Members, who are Best-in-Class, will take "some doing," yes! But it can be done, it’s unnecessary to re-invent the wheel; just follow the Deliverables Team Recruitment Process we teach. (Also, If it were easy, do you think clients would value it much, or pay you much?)
- Thinking that a client perception of you as a "Trusted Coordinator" is a negative, is really a huge "don't get it." Most clients we have researched didn’t believe that a Trusted Advisor existed out there who was skilled at orchestrating a Best-in-Class Deliverables Team of Subject Matter Experts to follow an organized process keeping their financial affairs in "perfect shape." Discovering that such a "Trusted Coordinator" does, indeed, exist is a delightful paradigm shift for an Ideal Client who would much rather spend their precious time doing things that matter more than money to them.
- This advisor thinking that the emphasis on trust is a bit overdone these days, may be the biggest "don't get it" of all. Without trust, what basis is there for a business relationship, or any relationship for that matter?
By actually delivering on your promise to keep your clients' financial houses in perfect order forever, can you make the mental shift that your Ideal Clients have likely already made? Your value is not in your selecting exceptional products, your planning expertise or your skill as a Subject Matter Expert. Your value delivering comprehensive financial services is measured by
- Your competence, the quality of your "process", and your skill at leading your team of experts, and
- Being "worthy of trust", actually delivering, as promised. Like the world class maître d', you now know the two most valuable measures a client has foremost in mind as they look at you. Can you shift?
________________________________________________________ __________
Follow the story of how one Financial Advisor successfully
moved from being an Investment Content Expert to a Trusted Advisor delivering
fully comprehensive financial services through a team of experts. You may sign
up for "The Kate Wilson Case-Study" at no charge at http://trustedadvisortoolkit.com/.
Mark McKenna Little is a speaker, author and Trusted Advisor who works with
advisors committed to implementing comprehensive financial services. |
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Tom Voccola: Shackleton and the Second Law of Leadership |
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 "Men Wanted: For hazardous journey. Small wages, bitter cold, long months of complete darkness, constant danger, safe return doubtful. Honor and recognition in case of success."
-Sir Ernest Shackleton
My Second Law of Leadership states: To be Powerful with others, you must first understand humanity and master relationships.
Right from the start, Shackleton was up front with what it would take to join him on his expedition to the Antarctic. Anyone interested would share his Vision and know what was expected. Yet, as a leader, Shackleton also understood that the men drawn to his adventure would be motivated by many different reasons. It was reported that he received over 5000 replies to his call to adventure and only chose the toughest and most reliable of men. He knew that what made some of them rugged also made them dangerous in the wrong circumstances, as the following Wikipedia account demonstrates.
"Elephant Island was an inhospitable place...and...Shackleton felt it essential that he set out to find help immediately upon arrival, and to him, it was obvious that he must head back to South Georgia, even if it meant traversing 1,287 kilometres (800 mi) of open ocean in one of the lifeboats. The lifeboat James Caird was chosen for the trip. To prepare for the journey, Shackleton chose his strongest sailors to accompany him, John Vincent and Timothy McCarthy, as well as experienced officer Thomas Crean. Shackleton also selected the expedition's carpenter, Harry McNish, who immediately made improvements to the open lifeboat. Morrell argues that Shackleton chose McNish and Vincent to accompany him not only for their talent and toughness, but also because they were noted malcontents. He did not want the atmosphere on Elephant Island to be disrupted. Shackleton had frequently chosen to have the most rebellious crew members close to him, in order to quell discontent amongst the party. [my emphasis] The difficult task of navigating the crossing was left to Frank Worsley. Ensuring they were on the correct course was of utmost importance as missing their target would certainly have doomed the team."
At every step along the journey, Shackleton practiced not only the Second Law of Leadership with an uncanny ability to create relationships that worked no matter what, but he made sure everyone understood the Vision and Mission of the expedition, even when circumstances drastically changed. He also made sure each of his crew understood what was expected and he wasn't afraid to let them know when they needed to change. Put into a formula, this is what gave him unusual success among his crew.
- He always provided a compelling Vision of the future.
- He was fair and above-board in being clear on what was expected of the relationship.
- He employed each individual's strengths and natural talents, and neutralized their weaknesses.
- He rewarded positive behavior and was quick to give constructive feedback if his expectations were not met.
- He walked his talk, demonstrated the courage of his convictions and was not afraid to engage.
Understanding what drives men (and women) is important to a Trusted Financial Advisor, because, while not as perilous as an 800 mile ocean voyage in a life boat, the journey to financial freedom can be just as fraught with uncharted waters and requires holding to the right course of action. Your clients are looking for you to lead them to safe shelter. Among stranded sailors and stranded clients, only good leadership prevails.
Sail on.
Next month: Shackleton and the Third Law - Engaging People in a Game Worth Playing
Entrepreneur, speaker, author and CEO
Guide, Tom Voccola is the CEO of CEO2, a Chief Executive Consulting Firm
specializing in the rapid transformation of corporate and organizational
cultures. Tom is the co-founder and past Chairman of the Los Angeles area CEO
Round Table for the American Electronics Association, and the author of The
Accidental CEO – A Leader’s Journey from Ego to Purpose. His life's work is
to inspire a new generation of leaders who transcend ego and its fear based
agenda. His work gives executives immediate and authentic access to new levels
of power, influence and freedom within their organizations.
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Rick Barrera: Alignment Done Right! |
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 So far in this series, we've talked about how to create a great Overpromise and how to create exceptional Product, Systems, and Human TouchPoints. Now comes the most challenging and most fun part of the process... checking the alignment of all of these TouchPoints with your Overpromise.
Let's first look at alignment done right. Minute Clinic is a chain of urgent care clinics now owned by CVS Pharmacies. Minute Clinic's Overpromise is "You're Sick. We're Quick." Let's look at how their exceptionally tight alignment of their TouchPoints consistently and powerfully Overdelivers on their Overpromise.
Product TouchPoints
Minute Clinic doesn't require appointments, so when you're sick you can get in quickly. Minute Clinic has extended hours so you can get in more quickly than waiting for your doctor’s regular office hours. Because they treat a limited list of ailments, treatment takes 15 minutes or less. That all adds up to quick treatment when you are sick.
A Quick Decision: Prices range from $30-$110 and they accept most insurance, which means that the decision to go to the Minute Clinic first can be a quick one. If Minute Clinic can’t help you, they will make a quick referral to the closest facility that can treat you. There is also no charge for their services to determine that your needs are beyond their scope of care... once again making the decision to choose Minute Clinic quick and easy. Minute Clinic also guarantees their diagnosis. If you are not cured within the specified time, the second visit and your medicine are free!
Systems TouchPoints
Minute Clinic has more than 400 locations in 27 states. That means that for the states they serve, the drive to a Minute Clinic is quick. Co-location with the pharmacy means that getting the medicine you need is quick as well. Minute Clinic zaps the prescription right to their pharmacy with your name, address, phone number, doctor, insurance, credit card and other information already completed so the pharmacist just has to fill the prescription and you can get it into your system quickly.
The coolest parts of the Minute Clinic system are the sign in kiosk and the diagnostics software, both designed for speed. When you enter the Minute Clinic you see a kiosk that invites you to sign in and enter all of your pertinent information. But if you are a returning customer, the kiosk will recognize you within a few keystrokes and welcome you back by letting you know that it already has all of your information. You just need to confirm that it is correct with one keystroke. Within seconds, the exam room door opens and you are invited in for diagnosis.
The diagnostic software is decision tree software that prompts your exam with a series of basic questions. Your answers to those questions prompt another series of questions. Your answers to those questions drive yet another round of questions. Within three to four rounds of questions (and confirming tests and checks by your examiner), you have been correctly diagnosed. I have used Minute Clinic on numerous occasions and I am consistently astounded by how accurate and quick their diagnoses are. They have accurately diagnosed my kids on several occasions where I thought there was nothing wrong beyond the common cold. On one occasions they correctly diagnosed pneumonia when my son had virtually no symptoms. Note that speed alone would not be a benefit if the diagnosis was not accurate. The software’s ability to accurately diagnose so quickly is really at the heart of the Minute Clinic business model.
Human TouchPoints
Minute Clinic uses nurse practitioners rather than doctors to staff their clinics. This contributes to their ability to be quick in several ways. First, it keeps costs low, which as we have seen, contributes to quick decisions. Second, it allows for more locations (because costs are low, volumes can be lower and still profitable). Third, it contributes to the ability to offer extended hours because they can cover more hours for less cost than they could with doctors. Fourth, insurance companies encourage and incentivize the use of nurse practitioners by covering their costs more comprehensively. Fifth, nurse practitioners are more likely to follow protocols and align their advice with the software diagnosis than doctors who are trained to think more independently and more broadly about potential issues. That, in turn, gives predictability to malpractice insurance underwriters who have to assess the risk of insuring Minute Clinic, which of course brings costs down.
What I hope you can see from this example is that EVERY TouchPoint reinforces and amplifies quickness! Minute Clinic, from the company name to the Overpromise to the integration with the pharmacy, is all about being QUICK! Every TouchPoint enables and accelerates the speed at which they can accurately diagnose and treat anyone of the ailments they cover. It is this tight, self reinforcing alignment of TouchPoints that makes Minute Clinic work.
It is this same tight alignment of literally hundreds of TouchPoints that makes the client focused Values Based Financial Planning Turn-key Business Model™ work for our advisors. It is what enables them to earn exceptionally high incomes while serving their clients at the highest levels in the industry, working just three days per week.
Are YOUR TouchPoints Aligned?
Are your TouchPoints aligned to reinforce and amplify your Overpromise? If not, ask yourself what you can do to more tightly align them. Your clients should be able to know what your Overpromise is just by encountering a single TouchPoint. The magic of the Overpromise and Overdeliver methodology is in the alignment. Stop doing anything that is out of alignment and put more energy into getting every product, service, activity and team member precisely aligned and your clients will quickly see the difference start driving your brand using the world’s most powerful marketing tool… word of mouth.
_____________________________________________________________________
Rick Barrera is a nationally acclaimed marketing consultant and author,
known throughout the Fortune 500 for his extraordinary speaking ability and his
unique approach to brand building. His consulting focuses on helping companies
design unique client experiences that drive high levels of referrals. Rick's
research on the strategies used by breakthrough brands like Apple, American
Girl, Starbucks, Chico's, Lexus, Tivo, and Google will change your thinking
about marketing forever.
His impressive client list includes Abbott
Labs, AutoZone, Bayer, Caterpillar, IBM, Intel, Merrill Lynch and Verizon. His
newest book, Overpromise and Overdeliver: How to Design and Deliver
Extraordinary Customer Experiences is both a Wall Street Journal and
Business Week best seller. |
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