The Sweeney Agency

About Rick Barrera - Customer Service and Marketing Speaker

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 customer service. His impressive client list includes Abbott Labs, AutoZone, Bayer, Caterpillar, IBM, Intel, Merrill Lynch and Verizon.

In his newest bestselling book, Overpromise and Overdeliver: Secrets of Unshakable Customer Loyalty, Barrera illustrates how an increasing number of cutting-edge firms are building breakthrough brands in record time.

Drawing on research and more than 20 years of in-the-trenches experience, this breakthrough book sheds new light on how brands are really built. This bestseller offers practical advice you can use to immediately differentiate your products, services and company. 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.

Rick's previous books include Non-Manipulative Selling , Collaborative Selling and Dollars and Sense of Exceptional Service Delivery.

Rick's passion for truly understanding the company and industry he's addressing, along with his trademark 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.

What Rick Barrera Talks About:

Sales : Grow Your Revenues Now!
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.

Collaborative Selling : 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.

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.

Branding & Competition : Overpromise and Overdeliver
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.