ronin - 12:00 pm on Jun 14, 2004 (gmt 0)

I think overdelivering has more to do with what kind of value added services you throw in to the package.

For instance, you might say: "Sign up for a weekly email on the best new DVD deals". That's not underpromising, that's exactly what you're going to send them.

But when you do send the email, as well as best new deals you also include two reviews of latest releases, a promotional two for one offer and a free preview mpeg. Which they didn't expect. That's overdelivery.