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Sandra Freeman, Customer Contact Strategy Forum, The Executive Congress for Customer Strategies (ECCS) of Sydney, Australia, had this to say about Jim's keynote address:

"The Executive Congress for Customer Strategies (ECCS) is an annual 2-day event, held in Sydney, Australia, that provides blueprints for success to senior managers and key stakeholders in the customer contact area. It has a reputation for discussing cutting edge ideas and for its globally renowned speakers. This year, we were fortunate to engage Jim Barnes to speak based on his book, The Secrets of Customer Relationship Management: It's All about How You Make Them Feel.

It is without hesitation that I recommend Jim for similar speaking engagements. His presentation style is relaxed and professional and his message thought provoking. Jim was one of our top rated speakers and provided Congress delegates with valuable information and ideas to take away and implement in their own organisations."

Here is what some of the delegates said about Jim's presentation:

"Wow, what a fantastic speaker, with some really useful concepts which need to be explored and implemented in my company."

" He has an excellent depth of customer understanding and easily transmits the information. A great wake-up call!"

"Encouraging and insightful approach - refocusing on the value of the relationship as the real drivers for business"

"Sensible, credible, good use of real case studies, engaging and thought provoking. What more can I say?!"

"Certainly good food for thought, lots of his ideas will hit my business plan."

"Insightful, relevant and very well presented."

Sandra Freeman
Customer Contact Strategy Forum
The Executive Congress for Customer Strategies (ECCS)
Sydney, Australia
A copy of the tape of this talk is available.

Emerson Lopes, TDC Integris, São Paulo, Brazil, for whom Jim delivered a two-day senior executive workshop on CRM.

"TDC Integris is proud to have invited Dr. James Barnes for our annual series of international seminars in Brazil. His in-depth view of customer relationships and proven insights on how companies can cope with the relationship challenges and boost their customer equity really added tremendous value to the participants. At the same time, Dr. Barnes also stands out as one of the best professionals we've worked with for his intense dedication and professionalism both in the seminar preparation and follow-up."

Emerson Lopes
TDC Integris
São Paulo, Brazil

Michael Nolan, chief conference organizer for the 2001 Annual Congress of the Irish Direct Marketing Association, at which Jim delivered two keynote addresses.

"I have received the congress evaluations in summarised form from our event manager and the news is very good.

We received a tremendous response to the Congress and specifically your presentations. You truly closed off day one on a very positive note receiving a quite remarkable 93% delegate satisfaction rating. And you continued the good work on day two with your second presentation, setting the bar particularly high for those unfortunate enough to have to follow you."

Michael Nolan
MD, iQuest & Past CEO Irish Direct Marketing Association
Dublin, Ireland

Dr. A. Sulman, Marketing Director, InfoCare BV, in the Netherlands. Jim delivered a keynote address to the CRM 2001 Conference in Rotterdam. This is the largest CRM conference in Europe each year.

"We had about 750 people in the room during your keynote. They rated your speech 8 out of 10. Some of the keywords that appeared on the evaluations included: "inspiring", "down to earth, based on practice", "focusing on customer relations, not on IT".

All in all, your talk was instrumental in allowing CRM 2001 to achieve the highest delegate ratings in the history of our event! Thank you again for agreeing to participate."

Ab Sulman
InfoCare BV
The Netherlands

Martin Colthorpe, director of the Customer Insight division of Tesco plc. Tesco is the largest grocery retailer in the UK and is expanding its operations in Europe and other countries. Jim led the Bristol Group's work with Tesco.

"Tesco and the Bristol Group have worked together on a multi-stage project on the complex area of emotional loyalty. We chose the Bristol Group because of the wealth of experience they have in this field both from an academic background and from the research conducted in different sectors of the North American market. Following the insightful research they have conducted for Tesco, we have made fundamental changes in the way we think about the relationship with our customers, and this is having a significant impact on our marketing plans, from Clubcard to staff training."

Martin Colthorpe
Customer Insight
Tesco plc, LONDON

Robert Pepper, former Director of CRM for One2One, one of the UK's largest mobile (cellular) telephone companies. The following comment refers to Jim's first presentation to One2One.

"Jim Barnes came to One2One to talk to the cross-functional team who are driving the implementation of CRM through the business. Our CRM programme is moving ahead with considerable momentum which sometimes makes it hard to take stock. Jim's presentation on the Secrets of Customer Relationship Management made us do exactly that. Jim helped us focus on how we could get everyone in the organisation focused on adding value to customer satisfaction, as defined in his excellent book. When combined with Jim's thoughts on how we could actually measure the strength of customer relationships, we started to realise how powerful this thinking is. As a result, we've been able to enrol all Directors at One2One in a process of inventing what CRM means for them.

All in all, spending 2 hours with Jim has proved to be time very well spent indeed!"

Robert Pepper
Former Head of CRM
One2One, LONDON
(UK's 4th largest Mobile Operator - part of Deutsche Telecom group)

Marie-Luise Ribbnäs, Marketing Department of IKEA International where Jim delivered a half-day workshop for IKEA's marketing managers from all over Europe.

"I immediately come to think of two statements you made, both when we first met (which actually resulted in your attendance at the seminar) and also in Malmö;

- 'A relationship is an emotional, not functional concept: it's all about how you make them feel'

- 'everything I know about marketing I've learned from customers!'"

Marie-Luise Ribbnäs
IKEA International A/S
3050 Humlebaek
DENMARK

Stefan Elinder, CEO of DM Konsult in Stockholm, Sweden. Jim delivered the keynote talk at that company's annual conference in Stockholm.

"Jim´s presentation gave the participants a new dimension to CRM. The importance of the emotional part of a relationship has never been presented in such a way.

Suddenly we all really understood the difference between functional and emotional factors.

This knowledge will most certainly make big changes in our clients' CRM-programmes, i.e. I know that some listeners already have altered their bonus programmes towards rewarding true loyalty instead of just transactions."

Staffan Elinder
DM Konsult AB
STOCKHOLM

Dan Corbett, President and CEO of the National Quality Institute, for whom Jim has delivered two one-day senior management workshops on the subject of customer relationship management.

"Jim Barnes' perspective on building genuine customer relationships clearly meets the criteria in the Canadian Business Excellence Framework.

The two workshops which Jim delivered in partnership with the National Quality Institute were well received by our corporate members as his approach recognizes the critical issue of managing the ongoing relationship, something that only excellent companies understand and know how to do well."

Dan Corbett
President and CEO
National Quality Institute
TORONTO

CGI Information Systems and Management Consultants Inc. engaged the services of Dr. Barnes as a keynote speaker at a seminar held in Ottawa entitled Creating CRM Awareness and Velocity in Government.

"CGI selected Dr. Barnes for this speaking engagement because of his vast experience in understanding the nature of building effective relationships. This subject matter is quite topical within Government organizations and drew a very favorable response from the over 100 attendees of the event.

We felt Dr. Barnes manner of delivery and wealth of personal experience helped to define him as an expert in this area and will position him well for future work in Ottawa."

Phil Dana
Director, Consulting Services
CGI Ottawa

Carolyne Vigon, Executive Administrator of The Professional Marketing Research Society explains why Dr. Barnes was named a Fellow of PMRS.

"Dr. James G. Barnes was named a Fellow of the Professional Marketing Research Society in 1999. The Fellows program provides deserving recognition to those who have made distinguished contributions to marketing research in Canada. In Dr. Barnes' case, he was recognized as a specialist in the measurement of customer relationships and, to that end, he developed a proprietary measurement methodology to address this growing field.

This methodology is unique for a number of reasons. Firstly, it approached the subject matter from a customer's perspective rather than from management's perspective. Secondly, the technique measures concepts which few, if any, research professionals have been able to measure. These techniques are of considerable value to clients throughout the world, who now regularly monitor service quality and relationships.

The Professional Marketing Research Society is a national organization of professionals engaged in marketing, advertising, social and political research. The Society has been in existence for 43 years and has 1700 members across Canada.

A Fellow of the Professional Marketing Research Society is the highest honour bestowed upon deserving members. Recipients of this honour include Founders of the Society and those with distinguished and respected careers in the industry."

Carolyne Vigon
Executive Administrator, PMRS

James D. McKeen, Director, Queen's University Centre for Knowledge-Based Enterprise.

"In April of 2003, we engaged Dr. Jim Barnes of Barnes Marketing Associates, Inc. to present at our annual Knowledge Roundtable in Kingston, Ontario, Canada.

He presentation entitled Getting to Know You: The Role of Customer Insight in Building Relationships was very well received by our audience, made up of academics and marketing practitioners. The presentation was insightful and the delivery engaging.

We would highly recommend Dr. Barnes as a guest speaker in the area of marketing and customer relationships."

James D. McKeen
Director
Queen's Centre for Knowledge-Based Enterprises

Click here to view the Customer Knowledge Management Knowledge Roundtable paper, including excerpts from Jim's presentation. http://business.queensu.ca/kbe/docs/CKMwhitepaper.pdf