Joseph Jaffe

Heather Fletcher is senior content editor with Target Marketing.
Melissa Ward is the managing editor for Target Marketing, and she has opinions! More importantly, she's a nerd for great copy and design, a disciple of authenticity, and really loves it when marketers get it right.

The traditional marketing funnel is outdated, lopsided and broken, with its gaping mouth acquiring many, sometimes not qualified, customers but retaining few. "What happens to the chosen few who make it through to the other end of the funnel? They fall to their grisly deaths in the vertical drop of attrition," writes Joseph Jaffe, author, consultant, keynote and chief interrupter of the social media agency Powered.

CEM Optimization
Before marketers can manage their customer relations, it may help to visualize what their customers will experience. Hence, the Silicon Valley software and services company Chordiant created Chordiant Cx Visual Business Director to simulate, then track—down to an individual agent—how customers interact with businesses.

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