Rick Barrera

Rick Barrera spent more than two decades building a consulting practice and speaking career around a single observation: that the organizations which consistently win do so not because they outspend or outmarket their competitors, but because they make and keep promises that their competitors either cannot or will not make. He is the author of Overpromise and Overdeliver: The Only Way to Build Customer Loyalty, which became one of the most widely adopted customer service and brand strategy books in its decade, and speaks on customer experience, brand loyalty, strategic differentiation, and the alignment between what organizations promise and what they actually deliver.

Overpromise and Overdeliver
Barrera’s book Overpromise and Overdeliver argues that the best customer experience strategy is to make bold promises and then absolutely keep them — not to manage expectations downward. The framework, built around product touchpoints, system touchpoints, and human touchpoints, gave organizations a practical model for auditing and aligning every aspect of the customer experience around a distinctive promise.

Sales and Revenue Growth
In addition to his customer experience work, Barrera has spoken extensively on sales effectiveness, revenue growth, and the specific behaviors and mindsets that distinguish top sales performers from the rest of the field. His keynotes on sales are known for being practical, research-grounded, and free of generic inspiration.

Rick Barrera delivers keynotes on customer loyalty, brand strategy, sales effectiveness, and the competitive advantage of making — and keeping — promises your competitors cannot match.

Grow Your Revenues Now! (By Selling Your Way Out of the Recession)

While many companies are canceling projects, freezing spending, or cutting head count, you know none of those tactics will solve the real problem. Instead of hunkering down and trying to shrink your way to greatness, you should focus on how to grow revenues through your sales teams. Rick has successfully sold his way through the last three recessions and can show your inside and outside sales teams how to do it successfully, as well. Working closely with your sales leaders, he’ll dig into your specific issues and custom design an interactive program to captivate and engage even your most senior experienced sales people. Using case studies, role plays, exercises and other engaging activities, Rick will change forever the way your sales team thinks about customers, prospects, and their own potential.

The Ultimate Customer Interview

Most sales are lost in the FIRST CUSTOMER INTERVIEW because of a lack of proper research 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, 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 their pain is revealed, Rick will show your team how to collaborate with your customer to find a 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.

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? Do they 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, Washington Mutual 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, as well as the 7 steps for handling an irate customer. If you want to build a world class service team, this is the program for you.

Overpromise and Overdeliver

How to Design a Branded Competitive Advantage and Deliver Extraordinary Customer Experiences

Based on Rick’s Wall Street Journal bestselling 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.

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, Globalization, Changing Places, Learning Organizations, Strategic Partnerships, Reinventing, Using Speed as a Competitive Weapon, Customized Solutions & Experiences, Leveraging Information, and 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 here.