All posts by jim_barnes

Title Type Datesort icon Views Comments Categories
Sometimes the best customer experience is no customer experience Blog 2011-07-25 2,607 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 3,611 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 2009-11-06 7,788 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 2009-07-17 4,304 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 3,138 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 10,833 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 5,289 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 4,840 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 3,189 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 4,499 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 6,846 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 2008-09-03 3,433 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 2008-08-06 10,165 12 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 2,718 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 4,076 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 3,691 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 2008-05-05 4,552 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 4,975 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 2008-04-15 4,548 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 5,113 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 4,107 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 4,743 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 2,458 0 Leadership, Service and Support, Digital Marketing
Tap Into a Wealth of Information: Put Your Employees on Advisory Councils Article 2008-02-11 3,790 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 2008-02-06 3,156 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 3,109 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 2,785 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 3,002 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 3,593 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 4,197 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 3,811 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 4,239 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 6,248 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 3,662 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 2007-08-12 5,572 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 2,838 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 3,771 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 4,508 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 14,155 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 4,111 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 2007-06-09 3,313 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 2007-05-31 4,507 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 2,748 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 3,686 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 6,914 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 9,986 3 Service and Support, Digital Marketing, Customer Analytics, Customer Loyalty, Small Business, Customer Strategy
A Refreshing Approach Blog 2007-02-25 3,370 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 2007-01-15 2,198 0 Leadership, Customer Experience, Customer Loyalty, Customer Strategy, Chief Customer Officer, Retail Sales
We Are All Customers Blog 2006-12-11 2,838 0 Leadership, Digital Marketing, Customer Experience, Customer Loyalty, Customer Strategy, Chief Customer Officer
What Makes Experiences Memorable to Consumers? Blog 2006-11-28 3,704 0 Leadership, Digital Marketing, Customer Experience, Customer Loyalty, Customer Strategy, Chief Customer Officer
Car Dealers Could Profit From Relationship-Building Article 2006-11-27 5,273 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 2006-10-16 4,799 0 Leadership, Digital Marketing, Customer Experience, Customer Loyalty, Chief Customer Officer
What's So Hard About Customer Service? Article 2006-05-22 2,657 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 1,892 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 1,873 0 Digital Marketing, Customer Analytics, Customer Experience, Customer Loyalty, Chief Customer Officer
To Hear the Voice of the Customer, Listen Outside the Box Article 2005-08-02 1,920 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 2005-02-15 2,641 0 Digital Marketing, Customer Analytics, Customer Experience, Customer Loyalty, Customer Strategy, Chief Customer Officer
Syndicate content
Loading

Community Sponsor


Spaces by Moxie™

Connecting employee collaboration and customer communication into a single suite.

— Exclusive Sponsor of SocialBusinessOne.com —