Jim Barnes
Jim Barnes
Jim Barnes is a consultant, speaker and author on customer relationship strategy and metrics, and on the creation of value for the customer. Barnes operates Barnes Marketing Associates, Inc. from his base in Canada. His latest book is Build Your Customer Strategy (John Wiley & Sons).
A Relationship-Ending Move
Last Saturday morning at 10 o'clock, the phone rang at my home. The lady on the phone indicated that she was calling from...
The Dangers of a Database View of the Customer
I am meeting more and more companies who are enthralled by the sheer volume of data they have collected on their customers. When...
Becoming a Third Place
I have been doing some reading and giving a lot of thought recently to the concept of "the third place." Turns out that...
Thinking Outside the Batter’s Box
An item on the sports page of Wednesday's newspaper caught my eye. I'll summarize for you… "The Milwaukee Brewers teamed up with the National...
The Flip Side of Customer Loyalty: The Case of the Demanding Customer
So, you have done everything that customers might expect from your firm; you have created lots of emotional value, and your customers now reward...
True Insight Means Approaching Your Customers Differently
Yet another customer-related, marketing-oriented term is headed toward buzzword status. I'm talking about customer insight. Marketing researchers are now holding themselves out as experts...
A Refreshing Approach
Have you ever been in a china shop where a prominently-displayed sign sternly advises all the bulls "If you break it, you've bought it"?...
Why Is She Buying This?
If there is one abiding tendency that has characterized customer-focused companies in recent years, it is acceptance of the fact that customers want more...
We Are All Customers
Everyone's got a story—or several. Every time I find myself in front of a group of managers at a workshop or seminar, invariably people...
What Makes Experiences Memorable to Consumers?
I recently had a group of more than 50 consumers keep a record of memorable service encounters that they had experienced over a three-...
Car Dealers Could Profit From Relationship-Building
My wife dragged me out of a Volkswagen dealership a few years ago, even though she really wanted that silver Jetta, because the sales...
How You Get Beyond Words and Truly Become Customer-Focused: An Interview With Jim Barnes
Throughout his years consulting, teaching and writing on marketing strategy and metrics, Jim Barnes has found that organizations sometimes merely "talk the talk" when...
What’s So Hard About Customer Service?
"You'll never believe what happened to me today." Everyone's got a customer service story. One of the problems with customer service, though, is that...
Don’t Miss the Opportunity To Create a WOW! Experience
Many people seem to have just discovered customer experience, as if it's something new. It isn't. Every time a customer deals with you, he...
Is It Possible Your Customers Don’t Notice?
Is it possible that you have invested all that money in your CRM system and it has had little or no effect on how...
To Hear the Voice of the Customer, Listen Outside the Box
A Voice of the Customer (VOC) initiative should give voice to things that the firm would not normally hear. It should allow a firm...
Data Alone Won’t Help You Understand Customer Relationships
Available data, such as is captured through retail loyalty programs, will not deliver the insight needed to guide relationship development. Such data is,...