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Fred Jacobs is President of Jacobs Media, a media research and consulting firm. Jacobs Media clients have included CBS Radio, Premiere Radio Networks, Citadel, Greater Media, MTV Networks, Playboy, Amazon, Electronic Arts, NPR, Sylvan Learning Centers, and Taubman Malls. Learn more about the company here.


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August 2011

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« No Brands Allowed | Main | I Am Lion, Hear Me Roar »


Buzz Knight

Thanks for shining a light on this vital topic.
This needs to be a constant priority for greatness!


Thanks, Buzz. It's a major issue & one that radio can address - if it decides that the customer experience is, in fact, important to the growth of our brands and our businesses. Appreciate you taking the time.


Bill Gates once said, "Your most unhappy customers are your greatest source of learning." Enjoyed today's blog - these are important things to consider and start working on.


Great quote. Of course, it would do radio well to focus on its happy customers, too - and try to keep them that way. Thanks for the kind words.

Harvey Kojan

Am I the only one who saw CXUX and thought SUCKS?


Seriously, customer service so consistently sucks that it's gotten to the point where the GOOD experiences are the truly memorable ones.

Thanks for this relevant reminder!


Thank YOU, Harvey, for reading our blog.


Since there's no "like" icon, will just type LIKE instead ;). We are in the people business. So let's listen to 'em, get to know 'em and be fans of them. You all have a great show !


Thanks, Slats. It IS amazing how simple this is and yet, how complicated we make it. Thanks for taking the time to read & comment.


Great article...it is amazing how little we seem to "want the business" when dealing with new and existing customers/listeners. "Do unto others" works well here. Thanks for the tutorial.

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