About Rick Barrera
Rick Barrera is the Vice President of Strategy for AutoCrib, a marketing and branding consultant, and best-selling author. He is 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 Apple, Starbucks, Lexus, Google and ZipCar will change your thinking about marketing forever. Rick has helped hundreds of companies re-design and align their customers facing systems and processes.
It’s an old cliché that smart companies UNDER promise and over deliver, but in today’s crowded market place, it is a one way ticket to obscurity. In his Wall Street Journal bestselling book, Overpromise and Overdeliver: How to Design and Deliver Extraordinary Customer Experiences, Rick illustrates how an increasing number of cutting-edge companies 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 25 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. His client list includes Chevron, Intercontinental Hotel Group, Les Schwab Tire Centers, Arrow Electronics, Johnson Controls, Abbott Labs, AutoZone, Caterpillar, IBM, Intel, Merrill Lynch, Verizon, and many others. Because he continues to consult with a few select clients each year, his material is always innovative, relevant, and grounded in the current realities of the marketplace.
Rick’s passion for research and truly understanding the company culture and industry he’s addressing – along with his trademark “Deep Customization” method – 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.
Branding & Competition
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.
Grow Your Revenues NOW!
You need additional sales right now. Many companies are canceling projects, freezing spending, cutting head count…instead of hunkering down and shrinking your way to greatness, this program focuses on how to grow revenues. Rick has successfully sold his way through three recessions and can show your sales teams how to sell successfully, even in a tough economy. Working closely with your company’s sales leaders, he designs an exceptionally customized and interactive program that will dig into your specific issues to captivate and engage even your most senior experienced sales people. Using case studies, role plays, exercises and other engaging activities, this program will catapult the potential of your sales team.
What Audiences Learn:
• Which customers and prospects to focus on RIGHT NOW!
• Exactly what to say to win appointments RIGHT NOW!
• How to find new opportunities with existing customers.
• How to work with the marketing team to create the right offers.
• How to conduct the ULTIMATE SALES INTERVIEW!
• How to collaborate to create the exact right solution that is within budget.
• How to get potential customers to want to buy NOW!
• How to earn their referrals with powerful follow-up strategies.
• How to develop a recession‐proof attitude!
Customer Service – 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.
Future Trends & Innovation – 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.
“Rick’s presentation was five stars – he hit the ball out of the park with his keynote! He kept everyone engaged and his ‘Overpromise & Overdeliver’ message was spot on. His style is relaxed and entertaining. Not only did he keep the attention of the group, he engaged them – no easy feat with a room predominantly full of engineers and manufacturing experts!”
– Superior Essex
“Rick’s presentation is not a generic one size fits all presentation. He customized the presentation to meet our unique retail model and then worked through our workshops to help us get started forming a positive branding message. Rick brings a passion to improving the customer experience by working through the process providing an outsider’s view that challenges what you think you are saying and what you may really be saying to the customer.”
– Northwest Company International
“Rick, as you know, we use speakers on a regular basis. 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. You were a pleasure to work with. I look forward to future opportunities.”
– AMEX Financial Advisors.
“Rick Barrera is a brilliant corporate strategist, unparalleled speaker, world class trainer, outstanding author and an extremely gifted individual. He is a true business partner that clearly understands customers and future trends that drives innovation. His incredible insight identifies the root issues and clearly defines the necessary actions to ensure your companies’ success! Rick will be an extraordinary asset to your company and team!
– The Zerfoss Group
“Rick Barrera is one of the hardest working speakers I have met; the degree to which he personalizes his presentations is amazing. His delivery is fast-paced, fun and informative, and our audience was totally engaged throughout his presentation. When the opportunity presents itself, we will enthusiastically work with Rick again!”
– Ameriprise Financial Services, Inc.