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 Hummer, Tivo, and Google will change your thinking about marketing forever. Rick has helped hundreds of companies redesign 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. Rick’s previous books include Non-Manipulative S...
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Rick Barrera
Marketing Consultant & Author
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Bio
Full Bio
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 Hummer, Tivo, and Google will change your thinking about marketing forever. Rick has helped hundreds of companies redesign 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. 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.
Rick’s newest book, Overpromise and Overdeliver: Secrets of Unshakable Customer Loyalty, debuted #10 on the Wall Street Journal best seller list. Drawing on more than 20 years of in-the-trenches 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.
Customer Service – Rethinking Customer Service As we hurtle along technological pathways in our quest to do more and do it faster, we run the risk of becoming “faceless” to our customers. While we revel our digitalization, we must redesign our organizations to ensure that customers continue to have access to gratifying human interaction. Yet, most companies are not structured to deliver quality customer service. Superior service delivery is a systems issue, not a front line personnel issue. Punctuating his program with examples that epitomize service excellence, Rick delineates what companies must do to win and keep customers in a hyper-competitive marketplace.
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Testimonials
“You were rated #1… Rick has presented twice for our association. Both times he hit a home run with timely, relevant content as well as being highly energized. We review 40 to 50 speakers a year to find 3 – 5 speakers. He made the cut easily both times.”
“The way you tailored your OPOD message to our audience was very impressive and right on target!”
“You took the entire group right to the edge and inspired them to action… they loved you.”
“In all my years doing this, you were absolutely the very best at knowing your audience. I was so impressed with the time you took to learn about our organization. It was very obvious to our participants that this was not a ‘canned’ presentation, but was designed specifically to meet our needs.”
“We actually had Rick Barrera at an OFDA conference last year. Rick was the last speaker of the event. People actually missed their plane to see his entire presentation. Rick does a great job, engages the audience. The Overpromise/Overdeliver is right on the mark.”
“Never have I seen a speaker who knows his audience more. Unbelievable… I would recommend Rick in a heartbeat.”
“When you hire a keynote speaker who is touted as an expert in ‘Over Delivering,’ that raises the bar on expectations of the speaker. Rick Barrera was all that was advertised and thoroughly connected with our group by personalizing his message to an audience of over 2,100 professionals. He helped elevate our conference as the audience was enlightened, entertained, and motivated to excel in the future.”
“I have sat through dozens of presentations over the past 30 years and Rick was one of the most refreshing and informative presenters I have ever listened to. He gave you a lot of take away to help you improve your business.”
You were the hit of the show!! The fact that you seemed to have ‘grown up’ in our business gave you instant credibility – and showed just how much preparation went into your presentation.
Topics
Topics
TouchPoint Branding
This topic is appropriate for anyone at any level who is interested in delivering UNIQUE CUSTOMER EXPERIENCES. Executives will find it a unique approach to brand building that involves EVERY department in a holistic approach to serving customers. Middle managers will find it a roadmap to customer service success. Front line service personnel will learn what they must do to ensure that they deliver consistently positive experiences with customers.
Innovation–Fast Forward
This intense presentation underscores the necessity for companies to redesign their systems and processes to permit flexibility, innovation and speed. Your team will learn practical, action-oriented steps to capitalize on key trends driving the future of management, marketing, sales and customer service delivery. Participants in Fast Forward will discover their own “innovation quotient” and learn how to improve it so they can accelerate the pace of their innovation.
Change of Business – Warp Speed
While heightening participants’ awareness of the exponential speed with which the global marketplace is changing, Rick shows that such velocity demands new and different ways of thinking. You’ll learn how to launch proactive growth strategies and continually change the rules of engagement to keep your competitors on the defensive.
E-Business & the Network Effect
Historically, incumbents have had a natural competitive advantage. On the Internet, it’s the newcomers who have the edge. The Internet explodes traditional trade-offs resulting in whole new kinds of economic value which means new sets of previously unprofitable customers can be saved. Because of “The Network Effect” the majority of the economic value in an industry will accrue to the single player who reaches critical mass first. To win incumbents must change the dynamics of the race to critical mass and utilize existing assets in unique ways.
TouchPoint Branding
This topic is appropriate for anyone at any level who is interested in delivering UNIQUE CUSTOMER EXPERIENCES. Executives will find it a unique approach to brand building that involves EVERY department in a holistic approach to serving customers. Middle managers will find it a roadmap to customer service success. Front line service personnel will learn what they must do to ensure that they deliver consistently positive experiences with customers.
Innovation–Fast Forward
This intense presentation underscores the necessity for companies to redesign their systems and processes to permit flexibility, innovation and speed. Your team will learn practical, action-oriented steps to capitalize on key trends driving the future of management, marketing, sales and customer service delivery. Participants in Fast Forward will discover their own “innovation quotient” and learn how to improve it so they can accelerate the pace of their innovation.
Change of Business – Warp Speed
While heightening participants’ awareness of the exponential speed with which the global marketplace is changing, Rick shows that such velocity demands new and different ways of thinking. You’ll learn how to launch proactive growth strategies and continually change the rules of engagement to keep your competitors on the defensive.
E-Business & the Network Effect
Historically, incumbents have had a natural competitive advantage. On the Internet, it’s the newcomers who have the edge. The Internet explodes traditional trade-offs resulting in whole new kinds of economic value which means new sets of previously unprofitable customers can be saved. Because of “The Network Effect” the majority of the economic value in an industry will accrue to the single player who reaches critical mass first. To win incumbents must change the dynamics of the race to critical mass and utilize existing assets in unique ways.
– See more at: http://www.speakers.com/Speaker/Rick-Barrera-speaker-biography#sthash.43f5zjzv.dpuf
Videos
Videos
Passionate Retail Training - Rick Barrera
Overpromise & Overdeliver
Books
Overpromise and Overdeliver (Revised Edition): How to Design and Deliver Extraordinary Customer Experiences
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