All posts by jim_barnes
| Title | Type |
Date |
Views | Comments | Categories |
|---|---|---|---|---|---|
| Sometimes the best customer experience is no customer experience | Blog | 2011-07-25 | 2,253 | 2 | Service and Support, Customer Experience, Customer Strategy |
| Your loyalty is not worth what we said it was: the pitfalls of devaluing customer loyalty points | Blog | 2009-12-14 | 3,244 | 0 | Advertising / Media / Public Relations, Large Enterprise, Leadership, Service and Support, Midsize Business, Customer Experience, Voice of Customer, Customer Loyalty, Customer Process, Fast-Moving Consumer Goods, Customer Strategy, Financial Services, Chief Customer Officer, Chief Information Officer, Hospitality / Entertainment, Technology Implementation, Retail Sales, Transportation / Travel / Leisure |
| Dangers of Dumbing Down Customer Research | Article | 2009-11-05 | 7,438 | 4 | Leadership, Service and Support, Digital Marketing, Customer Analytics, Customer Experience, Voice of Customer, Performance Management, Customer Strategy, Performance Metrics, Chief Customer Officer, Chief Information Officer |
| Capitalizing on Customer (In)experience | Article | 2009-07-16 | 4,059 | 3 | Leadership, Service and Support, Digital Marketing, Customer Analytics, Customer Experience, Customer Loyalty, Chief Customer Officer |
| Will Hummer and Saturn Ever be the Same? What a Global Recession Does to Brand Management | Blog | 2009-06-08 | 2,923 | 1 | Advertising / Media / Public Relations, Large Enterprise, Leadership, Digital Marketing, Midsize Business, Business / Legal Services, Customer Analytics, Customer Experience, Customer Loyalty, Fast-Moving Consumer Goods, Customer Strategy, Financial Services, Chief Customer Officer, Hospitality / Entertainment, Manufacturing, Retail Sales, Telecommunications |
| Stop Cutting Prices! Retain Customers with Four Types of Experiential Value | Article | 2009-04-24 | 10,066 | 2 | Leadership, Sales Performance, Service and Support, Digital Marketing, Business / Legal Services, Contact Center, Customer Analytics, Customer Experience, Customer Loyalty, Customer Process, Fast-Moving Consumer Goods, Customer Strategy, Financial Services, Healthcare Services, Chief Customer Officer, Customer Management Education, Hospitality / Entertainment, Manufacturing, Non-Profit / Associations, Retail Sales, Transportation / Travel / Leisure |
| Customer Experience: More Important Than Ever in Tough Times | Article | 2008-12-22 | 5,021 | 0 | Leadership, Service and Support, Digital Marketing, Customer Experience, Voice of Customer, Customer Strategy, Chief Customer Officer |
| In the Midst of a Global Economic Crisis, It's Still All About Service | Blog | 2008-12-15 | 4,380 | 1 | Leadership, Sales Performance, Service and Support, Digital Marketing, Business / Legal Services, Customer Analytics, Customer Experience, Voice of Customer, Small Business, Customer Strategy, Healthcare Services, Chief Customer Officer, Hospitality / Entertainment, Retail Sales |
| Does Customer-Centricity Have to Be a Victim of the Economic Downturn? | Blog | 2008-12-03 | 2,962 | 2 | Leadership, Sales Performance, Service and Support, Digital Marketing, Midsize Business, Customer Analytics, Customer Experience, Voice of Customer, Customer Loyalty, Performance Management, Customer Strategy, Performance Metrics |
| Let's Talk About How We Create REAL Customer Loyalty | Blog | 2008-10-07 | 4,193 | 2 | Leadership, Sales Performance, Service and Support, Digital Marketing, Customer Analytics, Customer Experience, Voice of Customer, Customer Loyalty, Small Business, Fast-Moving Consumer Goods, Customer Strategy, Chief Customer Officer, Retail Sales, Transportation / Travel / Leisure |
| Get Out of Your Comfort Zone to Measure What Matters to Customers | Article | 2008-09-26 | 6,376 | 3 | Leadership, Customer Experience, Customer Loyalty, Performance Management, Customer Strategy, Performance Metrics, Chief Customer Officer, Employee Engagement |
| Shallow Thinking Ensures That We Get the Kind of Customer Research We Deserve | Blog | 2008-09-02 | 3,264 | 2 | Leadership, Sales Performance, Service and Support, Digital Marketing, Customer Analytics, Customer Experience, Voice of Customer, Customer Loyalty, Performance Management, Customer Strategy, Performance Metrics, Chief Customer Officer |
| Can Starbucks Still Be a "Third Place" When Customers Drive Through? | Blog | 2008-08-05 | 9,232 | 11 | Leadership, Service and Support, Digital Marketing, Midsize Business, Customer Analytics, Customer Experience, Voice of Customer, Customer Loyalty, Small Business, Fast-Moving Consumer Goods, Customer Strategy, Chief Customer Officer, Hospitality / Entertainment, Retail Sales, Transportation / Travel / Leisure |
| Don't Just Hand Over Research to Joe in IT; the DIY Age Demands a Lot More Finesse | Blog | 2008-07-08 | 2,543 | 0 | Advertising / Media / Public Relations, Leadership, Service and Support, Digital Marketing, Midsize Business, Customer Analytics, Voice of Customer, Customer Loyalty, Education, Small Business, Customer Strategy, Performance Metrics, Chief Customer Officer, Chief Information Officer, Technology Implementation |
| You're Not Customer-Centric Just Because You Say You Are | Blog | 2008-06-03 | 3,811 | 10 | Large Enterprise, Leadership, Service and Support, Digital Marketing, Customer Analytics, Customer Experience, Voice of Customer, Customer Loyalty, Performance Management, Customer Strategy, Performance Metrics, Chief Customer Officer |
| In Defense of Airline Employees | Blog | 2008-05-14 | 3,490 | 7 | Leadership, Service and Support, Business / Legal Services, Customer Experience, Customer Loyalty, Customer Strategy, Chief Customer Officer, Employee Engagement, Hospitality / Entertainment, Retail Sales, Telecommunications, Transportation / Travel / Leisure |
| Offshoring of Call Centers May Have Negative Brand Repercussions | Blog | 2008-05-04 | 4,208 | 5 | Leadership, Service and Support, Digital Marketing, Contact Center, Customer Experience, Customer Loyalty, Customer Strategy, Chief Customer Officer, Employee Engagement |
| The CEO Also Has to Be the Customer Experience Officer | Article | 2008-04-21 | 4,676 | 2 | Leadership, Digital Marketing, Customer Experience, Voice of Customer, Customer Strategy, Chief Customer Officer, Employee Engagement, Retail Sales |
| Please, Sir, May I Have a 10?: The Sad State of Customer Satisfaction "Research" | Blog | 2008-04-14 | 4,246 | 18 | Customer Experience, Voice of Customer, Customer Loyalty, Performance Metrics, Chief Customer Officer, Retail Sales |
| It Was Not the Branded Customer Experience British Airways Intended | Article | 2008-04-14 | 4,853 | 9 | Leadership, Service and Support, Digital Marketing, Customer Experience, Customer Loyalty, Customer Strategy, Chief Customer Officer, Employee Engagement, Transportation / Travel / Leisure |
| How Promotional Pricing Can Get You in Trouble With Your Most Loyal Customers | Blog | 2008-04-02 | 3,828 | 2 | Leadership, Sales Performance, Digital Marketing, Customer Analytics, Customer Loyalty, Financial Services, Hospitality / Entertainment, Retail Sales, Telecommunications, Transportation / Travel / Leisure |
| The TRIPPING Point: How To Avoid Relationship-Ending Moves | Blog | 2008-03-16 | 4,528 | 4 | Leadership, Sales Performance, Service and Support, Digital Marketing, Business / Legal Services, Customer Experience, Customer Loyalty, Chief Customer Officer, Customer Management Education, Retail Sales, Transportation / Travel / Leisure |
| That's All Very Well and Good, But I've Got a Business To Run Here | Blog | 2008-03-06 | 2,307 | 0 | Leadership, Service and Support, Digital Marketing |
| Tap Into a Wealth of Information: Put Your Employees on Advisory Councils | Article | 2008-02-11 | 3,588 | 2 | Service and Support, Digital Marketing, Voice of Customer, Customer Loyalty, Chief Customer Officer, Employee Engagement |
| Now, Let's Talk About the Employee Experience | Blog | 2008-02-05 | 2,987 | 3 | Leadership, Service and Support, Digital Marketing, Contact Center, Customer Experience, Performance Management, Customer Strategy, Chief Customer Officer, Employee Engagement |
| What Are They REALLY Doing on Facebook and Why Should You Care? | Blog | 2008-01-09 | 2,939 | 9 | Leadership, Digital Marketing, Social Business, Enterprise Technology, Voice of Customer, Customer Strategy, Chief Customer Officer, Chief Information Officer |
| The Customer Service Bar Is Actually Lower Than You Think | Blog | 2007-12-21 | 2,602 | 4 | Leadership, Service and Support, Digital Marketing, Customer Experience, Voice of Customer, Performance Management, Small Business, Customer Strategy, Chief Customer Officer |
| Let Employees Depart From the Script and Sort Out Customer Problems | Blog | 2007-12-18 | 2,798 | 5 | Leadership, Sales Performance, Service and Support, Digital Marketing, Contact Center, Customer Experience, Voice of Customer, Customer Loyalty, Financial Services, Chief Customer Officer, Customer Information Architecture, Employee Engagement |
| What Are They Really Telling Us When They Say Service Stinks? | Article | 2007-12-10 | 3,464 | 7 | Leadership, Service and Support, Digital Marketing |
| If You Really Want To Know What Your Customers Are Saying, Start With Your Employees | Blog | 2007-11-16 | 3,969 | 5 | Leadership, Sales Performance, Service and Support, Digital Marketing, Customer Analytics, Customer Experience, Voice of Customer, Customer Loyalty, Small Business, Customer Strategy, Chief Customer Officer |
| Where Does Customer Research Fit in Your Customer Strategy? | Blog | 2007-10-23 | 3,619 | 1 | Leadership, Digital Marketing, Customer Analytics, Customer Experience, Voice of Customer, Customer Loyalty, Small Business, Customer Strategy, Performance Metrics, Chief Customer Officer |
| So, Are You a "Best Supplier" to Your B2B Customers? | Blog | 2007-09-21 | 3,913 | 2 | Leadership, Sales Performance, Service and Support, Digital Marketing, Computers / Technology, Customer Experience, Voice of Customer, Customer Loyalty, Small Business, Chief Customer Officer, Wholesale Distribution |
| The Small Wow! Simple Surprises Can Delight Customers | Article | 2007-09-04 | 5,949 | 3 | Sales Performance, Digital Marketing, Business / Legal Services, Customer Experience, Voice of Customer, Customer Loyalty, Chief Customer Officer, Retail Sales, Transportation / Travel / Leisure |
| There's Customer-Centric, and Then There's Customer-Centric | Blog | 2007-08-27 | 3,375 | 0 | Leadership, Digital Marketing, Customer Analytics, Voice of Customer, Customer Loyalty, Small Business, Customer Strategy, Chief Customer Officer, Chief Information Officer, Customer Information Architecture |
| Customers Really Don't know What To Expect: Why Asking About Customer Expectations Is Often Not Helpful | Blog | 2007-08-11 | 5,237 | 1 | Advertising / Media / Public Relations, Leadership, Sales Performance, Service and Support, Digital Marketing, Business / Legal Services, Customer Analytics, Customer Experience, Voice of Customer, Customer Loyalty, Small Business, Fast-Moving Consumer Goods, Customer Strategy, Chief Customer Officer, Hospitality / Entertainment, Retail Sales, Telecommunications |
| Think About "Fit." It Will Build Relationships | Blog | 2007-07-26 | 2,689 | 0 | Sales Performance, Service and Support, Digital Marketing, Customer Analytics, Customer Experience, Small Business, Customer Strategy, Chief Customer Officer, Retail Sales |
| Best Practices Aren't Necessarily Best for Your Business | Blog | 2007-07-12 | 3,540 | 9 | Leadership, Customer Experience, Voice of Customer, Customer Loyalty, Customer Strategy, Chief Customer Officer, Hospitality / Entertainment, Retail Sales |
| FISH: Why We Reward Short-Term Performance and Ignore Relationship Building | Blog | 2007-07-02 | 4,225 | 7 | Leadership, Digital Marketing, Customer Loyalty, Small Business, Customer Strategy, Chief Customer Officer, Customer Management Education |
| Breaking News: Loyalty Programs Don't Lead to Loyalty. Duh! | Blog | 2007-06-25 | 13,592 | 21 | Leadership, Digital Marketing, Customer Experience, Customer Loyalty, Fast-Moving Consumer Goods, Customer Strategy, Chief Customer Officer, Customer Information Architecture, Hospitality / Entertainment, Retail Sales, Transportation / Travel / Leisure |
| Why You Can't Script a Customer Experience | Blog | 2007-06-15 | 3,849 | 2 | Leadership, Service and Support, Digital Marketing, Contact Center, Customer Experience, Customer Loyalty, Customer Strategy, Chief Customer Officer, Employee Engagement |
| A Relationship-Ending Move | Blog | 2007-06-08 | 3,157 | 2 | Leadership, Service and Support, Digital Marketing, Customer Loyalty, Chief Customer Officer, Employee Engagement, Retail Sales |
| The Dangers of a Database View of the Customer | Blog | 2007-05-30 | 4,328 | 0 | Leadership, Sales Performance, Digital Marketing, Customer Analytics, Enterprise Technology, Customer Loyalty, Performance Metrics, Chief Customer Officer, Chief Information Officer, Customer Information Architecture, Technology Implementation |
| Becoming a Third Place | Blog | 2007-05-16 | 2,558 | 0 | Advertising / Media / Public Relations, Leadership, Sales Performance, Service and Support, Digital Marketing, Customer Analytics, Customer Experience, Customer Loyalty, Customer Strategy, Chief Customer Officer, Chief Information Officer |
| Thinking Outside the Batter's Box | Blog | 2007-05-11 | 3,508 | 0 | Advertising / Media / Public Relations, Leadership, Service and Support, Broadcast / Communications, Digital Marketing, Customer Analytics, Customer Experience, Customer Loyalty, Small Business, Customer Strategy, Chief Customer Officer, Hospitality / Entertainment |
| The Flip Side of Customer Loyalty: The Case of the Demanding Customer | Blog | 2007-03-19 | 6,457 | 5 | Service and Support, Digital Marketing, Customer Experience, Customer Loyalty, Small Business, Customer Strategy, Chief Customer Officer, Hospitality / Entertainment, Retail Sales, Transportation / Travel / Leisure |
| True Insight Means Approaching Your Customers Differently | Article | 2007-03-05 | 9,695 | 3 | Service and Support, Digital Marketing, Customer Analytics, Customer Loyalty, Small Business, Customer Strategy |
| A Refreshing Approach | Blog | 2007-02-25 | 3,127 | 0 | Service and Support, Customer Experience, Customer Loyalty, Small Business, Customer Strategy, Chief Customer Officer, Hospitality / Entertainment, Retail Sales |
| Why Is She Buying This? | Article | 2007-01-14 | 2,062 | 0 | Leadership, Customer Experience, Customer Loyalty, Customer Strategy, Chief Customer Officer, Retail Sales |
| We Are All Customers | Blog | 2006-12-11 | 2,638 | 0 | Leadership, Digital Marketing, Customer Experience, Customer Loyalty, Customer Strategy, Chief Customer Officer |
| What Makes Experiences Memorable to Consumers? | Blog | 2006-11-28 | 3,376 | 0 | Leadership, Digital Marketing, Customer Experience, Customer Loyalty, Customer Strategy, Chief Customer Officer |
| Car Dealers Could Profit From Relationship-Building | Article | 2006-11-27 | 4,965 | 0 | Leadership, Sales Performance, Customer Analytics, Customer Experience, Customer Loyalty, Customer Strategy, Performance Metrics, Chief Customer Officer, Employee Engagement, Manufacturing, Retail Sales |
| How You Get Beyond Words and Truly Become Customer-Focused: An Interview With Jim Barnes | Interview | 2006-10-15 | 4,528 | 0 | Leadership, Digital Marketing, Customer Experience, Customer Loyalty, Chief Customer Officer |
| What's So Hard About Customer Service? | Article | 2006-05-21 | 2,474 | 0 | Leadership, Service and Support, Contact Center, Customer Experience, Customer Loyalty, Small Business, Customer Strategy, Chief Customer Officer |
| Don't Miss the Opportunity To Create a WOW! Experience | Article | 2006-03-13 | 1,702 | 0 | Leadership, Digital Marketing, Customer Experience, Customer Loyalty, Customer Strategy, Chief Customer Officer, Transportation / Travel / Leisure |
| Is It Possible Your Customers Don't Notice? | Article | 2006-02-07 | 1,704 | 0 | Digital Marketing, Customer Analytics, Customer Experience, Customer Loyalty, Chief Customer Officer |
| To Hear the Voice of the Customer, Listen Outside the Box | Article | 2005-08-01 | 1,776 | 0 | Leadership, Customer Analytics, Customer Experience, Voice of Customer, Customer Loyalty, Customer Strategy, Chief Customer Officer |
| Data Alone Won't Help You Understand Customer Relationships | Article | 2005-02-14 | 2,413 | 0 | Digital Marketing, Customer Analytics, Customer Experience, Customer Loyalty, Customer Strategy, Chief Customer Officer |
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