A talk I did for the Sun International marketing conference - great crowd :)

1. twtr: @richmulholland
| www.richmulholland.com | www.cultovation.com |

3. The
good
The
bad
The
ugly
START
FINISH
(the no-conversation zone)
The
“Eastwood”
Effect

4. YOU HAVE
TO HACK
THEIR
EXPECTATI
ON ENGINE!

5. Lamborghini Gallardo.

6. Han Nan.

7. So on “World Consumer Rights” day...

8. ...he staged a
$200k
protest

9. “A Rolls Royce doesn’t break down.”

10. EXPECTATION
ENGINE HACKS
EVERYONE
SHOULD KNOW.

11. 1ST
IMPRESSIO
NS.
HACK

12. 0.
10.

13. 0.
10.
5

14. 0.
10.
5
1

15. 0.
10.
5
1
8

16. 0.
10.
5
1
8
7

17. 3
0.
10.

18. 6
3
0.
10.

19. 6
3

21. #HACKED!

22. SERVICE.
HACK

28. GOOD SERVICE IS DEFINED
BY HOW WELL YOU DO
YOUR JOB
“
- Richard Mulholland
”
GREAT SERVICE IS
DEFINED BY HOW WELL
YOU DO YOUR
NOT MY JOB

29. WHAT YOU
THINK THEY
WANT.
HACK

30. BEST
?

32. FAV!

35. FAVOURITE
TRUMPS
BEST.

36. YOURSELF!
HACK

39. “THERE ARE NO BORING PRODUCTS OR
SERVICES, ONLY BORING PEOPLE
DELIVERING BORING EXPERIENCES.”
(don’t be those people)
@RICCWEBB’S LAW:

40. audience@richardmulholland.co.za

41. - MAKE A LASTING
IMPRESSION
4 wee ways you can hack
expectations
- DO THE “not my job”
- FAV TRUMPS BEST
- DON’T BE BORING

42. audience@richardmulholland.co.za

43. twtr: @richmulholland
| www.richmulholland.com | www.cultovation.com |
THE PEOPLE IN THE MARKET
FOR BORING ARE SPOILED
FOR CHOICE. ”
“