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.
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.
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.
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.