Conversational Marketing and the Era of Always-On Customer Connection

One of the reasons that I am always so excited to be a part of the #CMWorld community is that Content Marketing World brings together some of the most forward-looking and “big idea” thinkers in the field of digital marketing. It’s with that forward-thinking attitude in mind that I crafted my talk at this year’s […]

Read More

Why Do You Need a Customer Journey?

Customer journeys are models of how a customer makes his/her buying decisions about a product or service (or even non-profit actions like donations). Unlike a sales funnel, which looks at these transactions from the company’s point of view, the customer journey shows the step-by-step process of making decisions undertaken by the customer. Imagine, for instance, […]

Read More