by Wayne Kurtzman | Oct 27, 2016 | Customer Experience, eCommerce, Marketing
It seems obvious: if you have a “buy” button on your web or social sites, why don’t you have a “resolve” button? The answer is also painfully obvious. The question was posed by Scott Carr, CEO of Modria who joined Bryan Kramer on a recent #H2HChat (Human to Human...
by Wayne Kurtzman | Jul 7, 2016 | collaboration, Customer Experience
The words “customer experience” are working their way across board rooms, but to quote the great Inigo Montoya, “You keep using that word. I do not think it means what you think it means.” Montoya, although fictional and meme-worthy, is right: You keep...
by Wayne Kurtzman | Jun 29, 2016 | Customer Experience, eCommerce, economy, Marketing, Social Media
The sales funnel: It’s a simple, elegant metaphor for a customer’s journey. To this day, companies allocate resources based on that 1898 visual metaphor. Only customers don’t buy that way anymore. Not B2B or B2C. Advertising advocate Elias St. Elmo Lewis is credited...
