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.
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.
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.