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Meet Roy Barnes


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Meet Roy Barnes


Roy Barnes

ROY BARNES: Imagine steely professional insight blended with personal warmth and humor

Roy has walked the talk and taken just about every step from the bottom to the top. There were no shortcuts from the front line to the boardroom as he climbed twenty layers of management during his nearly double decade tenure at Marriott International. He connects with people because he speaks from passionate, in-the-trenches experience.

His industry-leading work has been noted in several Harvard case studies as well as in best-selling books from Kaplan and Norton, and Peppers and Rogers among others. His performance excellence work resulted in Marriott being inducted into the Balanced Scorecard Hall of Fame.

In the past 5 years, Roy has personally conducted direct front-line training for thousands of front-line employees including call center representatives, utility linemen, meter readers and service representatives, front of house retail and hospitality staff, customer experience designers and design technicians and security/police forces.

Roy is a well-rounded, straight-talking professional who understands what it takes to transform both individual and organizational performance. He knows the hard lessons and teaches worldwide audiences how to break out, engage and reach new levels of performance.

See For Yourself

Get Roy to work with your people and watch the shifts happen. Start your inquiry now or call 321-388-6985.


Roy Barnes is CEO of Blue Space Consulting, an Orlando-based firm focusing on helping for- and not-for-profit companies build competencies in leadership, customer engagement, team empowerment and change management. Learn more about Blue Space Consulting.

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Video Gallery


Video Gallery


Seeing is Believing

But video's the next best thing to the real thing

 

Video Gallery

To get a better sense of the diversity and delivery of Roy Barnes, browse these video segments gathered from a variety of keynotes, training videos, workshops and client testimonials. Among these videos are a few interviews with Roy where he talks about client experiences, follow through and his approach to getting measurable results.

 
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Publications and Books


Publications and Books


GAIN, ENGAGE, AND RETAIN CUSTOMERS WITH POSITIVE EXPERIENCES

A positive customer experience is absolutely essential to keeping your business relevant. Today's business owners need to know how to connect and engage with their customers through a variety of different channels, including online reviews and word of mouth. Customer Experience For Dummies helps you listen to your customers and offers friendly, practical, and easy-to-implement solutions for incorporating customer engagement into your business plans and keep the crowds singing your praises.

The book will show you simple and attainable ways to increase customer experience and generate sales growth, competitive advantage, and profitability. You'll get the know-how to successfully optimize social media to create more loyal customers, provide feedback that keeps them coming back for more, become a trustworthy and transparent entity that receives positive reviews, and so much more.

  • Gives you the tools you need to target customer experiences more precisely

  • Helps you implement new social and mobile strategies

  • Shows you how to generate and maintain customer loyalty in order to achieve success through multiple channels

  • Explains how a fully-engaged customer can help you outperform the competition

  • Learn how to respond effectively to customer feedback

  • Your brand's reputation and success is your lifeblood, and Customer Experience For Dummies shows you how to stay relevant, add value, and win and retain customers.

 
Customer Experience For Dummies
$20.33
By Roy Barnes, Bob Kelleher

Customer Experience 365

Changing organizational cultures to embrace customer centricity IS possible. It's just a lot of work! If you have children (or ever were a child) you probably remember the process of teaching your children how to properly use their spoon, knife and fork. In order to instill manners (behaviors) requires a constancy of execution that seems daunting at the beginning but really is just a matter of developing daily habits. To get a kid to use proper table manners is an everyday, every meal routine.

Customer Experience 365 was born out of a number of client engagements where the desire to change daily customer experience/service behavior by employees was desired. 

Customer Experience 365 offers short daily reminders that employees can either use directly or supervisors can use as discussion points at daily stand up meetings/dock talks or shift meetings.

 

Delivering Real Customer Experiences

How much more expensive is it to serve a customer that’s continually frustrated in their dealings with your company than with one who is not?

What is the difference in the adoption rate of new consumer enabled technologies between those customer with whom you a connected vs. a transactional relationship?

What is the financial cost benefit of having a larger percentage of your customers behaving "perfectly" by utilizing all the lowest-cost channels for service, payments and other transactions with your company?

Return on Customer Experience (ROCE) is must focus metric for every sector of business these days. The recent customer mishaps of big brands like Toyota, Netflix and the Komen for the Cure Foundation are clear warning signals that dismissing the financial importance of Customer Experience would be both a short and long-term mistake. Click here to read the full article.

 
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In Their Words: Client Testimonials


In Their Words: Client Testimonials


 
We’ve hired Roy to speak at eight different conferences in San Francisco, Chicago, Atlanta and Philadelphia and among the other 100+ speakers on the agenda he has been ranked #1 every single time by our audiences.
— Blake Humble, The Altamont Group

Robert Ozankan
As a product manager it’s our responsibility to figure out how to keep and engage customers in our products or services. If we don’t then our competitors will be more than happy to take that business. We need to completely understand the Customer Experience to know what to fix and get the support from Senior Management. Ignore this at your own risk or listen to Roy Barnes and change your thinking! It changed my way of thinking!
— Robert Ozankan, Product Manager, Toshiba

Kevin Au
Roy is an excellent speaker and very engaging! He has great insights and combines his key takeaways with memorable stories and examples! Highly recommend!
— Kevin Au, Enhancing the Customer/Product Experience at LinkedIn

Cathie Lesjack
Roy has the ability to quickly capture a team’s imagination and deliver compelling messages on the need for stronger change management leadership and customer focus. Over the course of several years, he also worked directly with my immediate leadership group to evolve our approach to strategic performance management.

We used Roy over 20 times to speak to every level of Hewlett Packard’s entire global Senior Finance staff. He teamed with our internal staff to conduct multiple training sessions and global webinars for our managers and employees around the world. He has been a terrific asset in the successful rollout of our Finance Transformation.
— Cathie Lesjak, Executive Vice President and CFO, Hewlett-Packard Company

Dimitris Kourepis
It was a real joy listening to his presentation. (He relayed) so many truths about the challenges we face.
— Dimitris Kourepis, Senior Vice President Global Web Marketing & UX, Sony Corporation of America

In my 25-years-plus of working in the ‘customer experience’ industry, I have never worked with anybody like Roy. When it comes to linking corporate, business, operations and customer strategies, I have not worked with anyone who does this as well as Roy. If you are looking to become a customer-centric organization, Roy is the best advocate you could find!
— Trish Watson, Partner, Peppers and Rogers Group

Rich Hanks
Roy has an innate ability to grasp ‘the big picture’ of an issue while still being willing to work in the details until the job is done.
— Rich Hanks, EVP, Sales/Marketing, Marriott International

Nahla Aly
Excellent—Very engaging with audience. Presentation hit the nail on the head.
— Nahla Aly, AVP, Federal Reserve

Ted Jackson
Have you ever been at a conference and had a speaker just grab your attention for an entire hour? A speaker who makes you laugh, keeps you engaged, and teaches you something about managing strategy? Roy Barnes is that speaker. At Balanced Scorecard Collaborative and Palladium, we held conferences 6-8 times a year, and after Roy spoke the first time, we invited him back for many others. He consistently received the highest feedback from attendees. You will not find a more engaging speaker and storyteller on the subject of strategy execution.
— Ted Jackson, Vice President, Palladium Group Inc. (2005-2008)

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Industries and Clients Served


Industries and Clients Served


Serving a Diverse, Worldwide Audience

Roy Barnes has worked with people in a variety of industries from the board room to customer-facing front line positions. These people and their organizations each faced different conditions, economic climates and workforce fluctuations, and Roy knew how to help each one understand their realities and work to plan solutions that achieved results they could measure and use to increase their competitiveness.

 
 

COMMUNICATIONS

  • Altamont Group
  • ASMI
  • Creata
  • Verizon
  • Bluegrass Cellular
  • Cincinnati Bell

EDUCATION AND NON-PROFIT

  • Florida Virtual School
  • Datamark
  • Rollins Business School
  • Trustees of Reservations
  • Down Syndrome Association

FEDERAL/STATE GOVERNMENT

  • U.S. Dept. of Defense
  • City of Fort Collins
  • City of Spokane

HOSPITALITY/FOOD INDUSTRY

  • Marriott
  • Ritz-Carlton
  • Wyndham
  • Vail Resorts/Schwann Foods
  • Food Management Institute

MANUFACTURING

  • Intel
  • Michelin
  • Forsythe Electronics
  • Hewlett Packard

MEDICAL/HEALTH

  • Sterigenics
  • Health Solutions Marketing
  • University Health Systems
  • Joerns Healthcare
  • Astropak

TRANSPORTATION

  • Celebrity Cruise Lines
  • Delta Airlines
  • Southwest Airlines

Energy/UTILITIES

  • American Gas Association
  • Avista
  • Duke Energy
  • Chelan PUD
  • Exxon
  • Portland General Electric
  • Intermountain Gas
  • Puget Sound Energy
  • Rocky Mountain Electric League
  • Northwest Energy Efficiency Alliance
  • NorthWestern
  • WE - Wisconsin Energy
  • WEI - Western Energy Institute
  • Westar Energy
  • TouchStone Energy Cooperatives