BMAI | Our Services

We contribute to your growth

1. Customer Insight and Engagement (CEs)
Exploring their hearts, minds and lives…
Unless you have a deep understanding of the customer context, what your customers think, believe and need, you cannot begin to develop an effective strategy to engage them.

We have spent many years understanding customers and have pioneered our measure of engagement—the Customer Engagement Score (CEs). We have worked with leading marketers and brands to unearth unexpected details about consumers, allowing clients to see their customers in a completely different light and helping them increase customer engagement. 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 our customer-centric clients to develop a plan that will deliver the kind of insight needed to build effective customer and brand strategies and achieve customer-led growth.

2. Member Insight and Engagement (MEs)
Deepening your understanding…
We have extended our expertise in measuring customer relationships to provide direction to member-based organizations to strengthen member loyalty, thereby driving organizational growth and helping organizations drive more value for their members. Our Member Engagement Score (MEs) captures the emotional connection of members to credit unions, trade and professional associations, and other member-based organizations and allows executives to assess where relationships are weak and where they are strong, pointing to strategic responses to improve engagement levels. The result is an improvement in member involvement, stronger member commitment, increased operational efficiency, and growth.

3. Keynotes
Stimulating, actionable ideas to drive customer centricity
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, but don’t be distracted by the latest tools and technologies. What has not changed over the years is that customers want to feel good about the companies and brands with which they deal. Great products at great prices aren’t enough; you have to treat customers well, pay attention to them and create surprisingly good experiences. We’ll share with you the lessons BMAI has learned from 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. At BMAI, we are big fans of the element of surprise and we believe strongly that you should set out to surprise customers every day. This keynote will give you lots of examples of how you can create memorable and meaningful customer experiences.

Your brand and how to live it. Your brand is much more than how you communicate through advertising and how you present your logo. Every interaction your company and your employees have with customers and non-customers influences how your brand is viewed and the equity in your brand. Jim will talk about the living brand and how great companies live their brands every day through how they interact with customers and communities. How you behave as a company is much more important than what you say in your advertising.

The habits of truly customer-centric organizations. Research has shown over and over again that companies believe they are customer-centric, but their customers disagree. Your firm is not really customer-centric until your customers feel it is. So, what will it take for your organization to become the kind of organizations that customers feel has their interests at heart? This keynote will give you examples of the kind of surprising insight that we have obtained for clients that has caused them to approach customers differently.

Why the little things aren’t. Everything you do is a customer experience. Every interaction, every time you answer the phone, every conversation, every web site visit, every time an employee serves a customer 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. In this keynote, we will provide examples of how you can make the most positive impression possible.

4. Workshops and Seminars
Engaging your management team...
Are you facing a specific challenge? Let us build a custom-designed workshop or seminar 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 examples of workshops that BMAI has delivered for management teams around the world...

Give them a reason: why you need a customer strategy. Successful companies give their customers some really good reasons to deal with them; they can effectively set themselves apart from the competition, they set out to engage them and earn their business. In this workshop, we will show your management team how you can create relevant, meaningful differences for your firm. You will learn how to truly understand customers, how to help them be successful, to achieve what they want to achieve, and to look good, thereby building genuine customer relationships and earning their loyalty.

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, we will lead a day or two of deep discussion of what your brand means and how you can get your entire company engaged in building and living your brand. Your management team will realize that branding is a company-wide responsibility and that all departments have the potential to influence brand success.

What's in your value proposition? Delivering a value-creation strategy. Value resides at the heart of customer engagement and customer loyalty—without it, customer relationships will never get started. And yet, we believe that value, although fundamentally important, is one of the least well understood management concepts. In this workshop, we will demonstrate the many different ways that you can create meaningful, relevant value for your customers. We will leave you with many examples of how you can create more valuable forms of value for your customers.

Behaving Outside the Box: creating surprising customer experiences. At BMAI, we believe that being predictable will lead you nowhere and that being surprisingly good leads to customer engagement and customer-led growth. Thinking outside that proverbial box is not enough; you will have to behave differently to impress customers. In this workshop, we will show you how little things have the potential to cost you business or to impress your customers. We will give you lots of ideas that you can use to deliver story-worthy experiences, leading to more engaged and supportive customers and growth for your organization.

5. Customer and Brand Coach
Working with our clients to build their customer strategy…
Let us work closely with your management team to build a long-term growth plan for your organization, built around your unique customer strategy. We work 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 our best-selling book Build Your Customer Strategy, we can help you develop an approach to dealing with customers that is unique to your organization and brand. Throughout the process and particularly as we work with you to roll out your customer strategy, we will work closely with you to identify the implications of your customer strategy for all departments of your business.