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.