The Marketing to Service Bow Tie Model
H2, 2023

Today, there is rampant confusion between the functions of Marketing, and those of Customer Operations. Marketers will often refer to "customer experience", something that is well outside of the field and it's core measures of success. Meanwhile, those in the office of the Chief Customer Officer, and others whose professional mission is to engage and serve the customer, routinely make reference to Marketing methodology, terminology, and technology application.  

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Yet, these are significantly different operating models, which, when confused, harms go-to-market effectiveness, and contributes to the global degradation of customer service.

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This free report is the sister paper to the 'Customer Engagement Stack' and it's coming soon!

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