Rick Barrera is a nationally acclaimed speaker, marketing consultant and author, known throughout the Fortune 500 for his extraordinary speaking ability and his unique approach to brand building. His research on the strategies used by breakthrough brands like Starbucks, Chico’s, Yellowfreight, Lexus, Tivo, and Google will change your thinking about marketing forever.
Rick has helped hundreds of companies re-design their systems and implement a holistic approach to serving customers. His impressive client list includes Abbott Labs, AutoZone, Bayer, Caterpillar, IBM, Intel, Merrill Lynch and Verizon.
It’s an old cliché in business that smart companies UNDER promise and over deliver. But in today’s crowded market, that’s a one way ticket to oblivion. In his best-selling book Overpromise and Overdeliver (Penguin Putnam), Rick illustrates how an increasing number of cutting edge firms are building breakthrough brands in record time. Overpromise and Overdeliver offers powerful and easy-to-apply lessons not only for senior managers but also for individuals at any level — for anyone who wants to create extraordinary customer experiences.
Drawing on more than 20 years of hands-on experience, this breakthrough book sheds new light on how brands are really built and offers practical advice you can use to immediately differentiate your products, services and company.
Overpromise and Overdeliver
How to Design a Branded Competitive Advantage and Deliver Extraordinary Customer Experiences
Based on Rick’s Wall Street Journal best-selling book, this program is essential for any company that wants to radically differentiate their products, services and company from competitors while dramatically increasing revenues and margins. In Overpromise and Overdeliver you’ll learn how to differentiate your brand by designing and delivering extraordinary customer experiences that instantly differentiate your company. Senior executives will find the research and case studies compelling, while line managers will learn the keys to better execution. The front line will learn what specific actions they must take on a daily basis to create the unique experiences that drive buzz and build breakaway brands. This program is available as a keynote presentation, as well as interactive half and full day sessions.
Rethinking the Customer Experience
How well does your front line understand the needs, wants, goals and priorities of your customers? How well designed is your service organization to deliver on them? Does your front line understand what true, world-class service means — as your customers compare them to the experiences they have with Lexus, Disney, Federal Express, Starbucks, Nordstrom, Lands’ End, Apple and other service leaders?
In this humorous and entertaining program, your team will learn:
- The Three Laws of Exceptional Service Delivery”
- How to use the power of positive language
- How to determine the true cost of losing a customer
- 7 steps for handling an irate customer
If you want to build a world-class service team, this is the program for you.
Fast Forward: The Ten Critical Trends Driving Sales, Marketing and Customer Service
This intense presentation underscores the need for companies to redesign their thinking, their processes and their people to deliver innovation, speed and greater customer value. Your team will learn company specific, practical steps to capitalize on each trend including:
- A Real Time World
- Changing Places
- Learning Organizations
- Strategic Partnerships
- Using Speed as a Competitive Weapon
- Customized Solutions & Experiences
- Leveraging Information
- Putting the Customer First
Participants in this program will go beyond embracing change, to become change leaders. Rick’s trademark Deep Customization process really shines through.
The Ultimate Customer Interview: Sell More in Less Time
Most sales are lost in the FIRST CUSTOMER INTERVIEW, because of poor research skills and poor interviewing skills on the part of the salesperson.
In this highly interactive session, Rick Barrera, co-author of two best-selling sales books (Non-Manipulative Selling and Collaborative Selling), will teach your team how to be instantly relevant to your customers. He’ll show them how to ask the five critical questions that will immediately identify your customer’s greatest pain. Once the pain is revealed, Rick will show your team how to collaborate with your customer to find the most appropriate solution — and move toward rapid implementation. If you want your team to sell more in less time, this is the perfect program for your next sales meeting.
Brand-Aligned Selling: Align, Reflect, and Reinforce the Brand Promise
Does your sales team understand the critical elements of your brand? Have they designed every aspect of their selling process to align, reflect and reinforce your brand promise and showcase your brand strengths? If not, they can actually damage your brand-building efforts and damage your reputation in the marketplace.
In 1981 Rick Barrera founded his consulting and training firm to identify and teach the distinctions Peak Performers make to produce exceptional results. He first applied these principles to sales and service organizations writing three books in the process: Non-Manipulative Selling, Collaborative Selling and The Dollars and Sense of Exceptional Service Delivery.
In his consulting work with sales and service teams in the corporate world he discovered that in most cases Peak Performance was thwarted by the processes, systems and structures in which most people worked. He focused his research on these issues and soon developed a body of work titled ‘Fast Forward: Embracing the Challenges of the 21st Century’. In his ‘Fast Forward’ work Rick shows organizations why the mindsets, systems and processes they’ve used in the past won’t win today’s never-satisfied customers in a marketplace where supply exceeds demand. He then helps companies redesign their systems to move ‘Fast Forward’ in this new hyper competitive space.
In his systems work Rick discovered that often a company’s strategy is outdated or inappropriate for their competitive environment so he invented a strategy creation process designed to leapfrog the competition by moving at ‘Warp Speed’. His keynote on the topic is titled ‘Warp Speed-Winning and Losing at the Speed of Light’.
Rick was one of the first speakers to see the possibility for creating untold wealth by unleashing the value of Intellectual Capital. In his speech and workshop ‘Leveraging Intellectual Capital’ he shows companies how to unlock their IC wealth.
It’s an old cliché in business that smart companies UNDER promise and over deliver. But in today’s crowded market, that’s a one way ticket to oblivion. In his best-selling book, Overpromise and Overdeliver: How to Design and Deliver Extraordinary Customer Experiences, Rick illustrates how an increasing number of cutting-edge firms are building breakthrough brands in record time. The book offers powerful and easy-to-apply lessons, not only for senior managers, but also for individuals at any level — for anyone who wants to create extraordinary customer experiences. Drawing on more than 20 years of hands-on experience, this book sheds new light on how brands are really built and offers practical advice you can use to immediately differentiate your products, services, and company.
Rick’s previous books include Non-Manipulative Selling published by Prentice Hall, Collaborative Selling published by John Wiley and Sons and the self-published Dollars and Sense of Exceptional Service Delivery.
Each year he delivers over 100 keynote addresses to companies such as Abbott Labs, AT&T, AutoZone, Caterpillar, IBM, Intel, Merrill Lynch, Tupperware International and Xerox. Because he continues to consult a with a few select clients each year, his material is always relevant, fresh and grounded in the current realities of the marketplace.
Rick’s passion for truly understanding the company and industry he’s addressing, along with his trademark “Deep Customization” is unparalleled in the speaking industry. His depth of corporate experience, research, and education has given him the unusual gift of appearing to be an industry insider, to even the most discriminating audiences.