Jim Barnes delivers keynote talks on timely, insightful topics relating to growing your business through effective customer strategy. We can help your management team connect the key concepts and begin to reach your customers in surprising new ways. We will demystify complex topics like value, service, loyalty and experience and help you see them differently and put them to profitable use.

Here’s a sample of keynotes that will get your management team, members, or channel partners thinking differently about how you deal with customers.

> At the end of the day they’re people. The fundamentals haven’t changed; what changes is the customer context and the marketplace. What has not changed over the years is that customers want to feel good about the companies and brands with which they deal. We’ll share with you the lessons Jim has learned from almost 40 years of listening to customers just like yours.

> Planned spontaneity and other oxymorons you need to understand. Things are not as they appear and you shouldn’t always behave as customers expect you to. We are big fans of the element of surprise and we believe strongly that you should set out to surprise customers every day.

> Your brand and how to live it. Your brand is much more than advertising and how you present your logo. Every customer interaction influences the equity in your brand. Jim will talk about the living brand and how great companies live their brands every day.

> Customer Insight: more than marketing research. Your company may not be spending enough time and money finding out how your customers think and behave. Jim will give you examples of the kind of surprising insight that we have obtained for our clients.

> Why the little things aren’t. Everything you do is a customer experience. Every interaction is important in terms of creating the most positive customer response. Customers notice things, they pay attention to details, and the little things truly are important.



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Are you facing a specific challenge? Let us build a custom-designed keynote or workshop that meets your unique needs.

We offer half-day, one-day, two-day, or longer workshops and seminars that will allow your management team to dive deeply into building your customer or brand strategy. We will help you see your customers in a completely different way, one that will cement your relationships and deliver customer-led growth.

Here are some workshops that Jim Barnes delivers for management teams around the world:

> Give them a reason: why you need a customer strategy. Successful companies give their customers really good reasons to deal with them. In this workshop, Jim will show your management team how you can create relevant, meaningful differences for your firm.

> Protecting and growing your brand. Your brand is your most valuable asset, yet many firms do not manage their brands strategically. Using BMAI’s copyrighted approach to the development of brand strategy, Jim Barnes will lead a deep discussion of what your brand means and how you can get your entire company engaged in building and living your brand.

> What's in your value proposition? Delivering a value-creation strategy. Value resides at the heart of customer loyalty—without it, customer relationships will never get started. And yet, value is one of the least-understood management concepts. Jim will demonstrate the many different ways that you can create meaningful, relevant value for your customers.

> Behaving Outside the Box: creating surprising customer experiences. At BMAI, we believe that being predictable will lead you nowhere; being surprisingly good leads to customer-led growth. You will have to behave differently to impress customers.

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Let us work closely with your management team to build a long-term growth plan for your firm, built around your unique customer strategy.

Jim Barnes works closely with selected clients to take them through the process of building a customer strategy —playing the role of “customer coach.” Using the framework presented in his best-selling book Build Your Customer Strategy, Jim can help you develop an approach to dealing with customers that is unique to your company and brand.

Throughout the process and particularly as we work with you to roll out your customer strategy, we stress the fact that responsibility for the customer extends to all departments of your business. We will work closely with you to identify the implications of your customer strategy for all components of your firm.

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Unless you have a deep understanding of customer context, what your customers think, believe and need, you cannot begin to develop an effective marketing or customer strategy.

Jim has spent many years understanding customers. During that time, he has worked with leading marketers and brands to unearth unexpected details about consumers, allowing clients to see their customers in a completely different light. Our creative approaches to qualitative and quantitative research can help you gain insight into the hearts, minds and lives of your customers that will be truly surprising. We regularly work closely with clients to develop a research plan that will deliver the kind of insight needed to build effective customer and brand strategies and achieve customer-led growth.

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