Ernan Roman

3 Tips for Re-Engaging Lost and At-Risk Customers

Findings from recent Voice of Customer (VoC) research we conducted for Fortune and Growth brands indicate a disturbing trend: increasing customer churn. Given the high...

Are You Really Engaging Customers? 3 Tips to Get It Right

Too many marketers assume that their strategies and offers are engaging their customers. This assumption is often wrong. Unless you are engaged in two-way...

Comcast’s Dan Keir Puts Innovation To The Test

Article by Ernan Roman Featured on CMO.com Dan Keir is senior director of direct marketing at Comcast. He has extensive experience optimizing campaigns for both...

3 Tips to Ensure Customer Service Matches Your Promised Customer Experience

Marketers are constantly introducing newer and more sophisticated Customer Experiences (CX). But, how do you ensure that all of your customer touchpoints will align...

Demonstrating Authentic Caring: How Two Brands Missed the Boat and Nestle Got It Right

To be successful, brands need to listen to the voice of their customers and then act on those learnings! Our VoC research has shown...

“Better Customer Journey Analytics are Critical” says Red Cross Loyalty Lead

Andrew George is the Lead for Loyalty and Retention at the Canadian Red Cross. He spent the last 3 years focused on customer experience...

4 Actions For Pharma to Remove Damaging Barriers with Customers

Article by Ernan Roman Featured on Pharma-IQ.com Ernan Roman explores recent research showing that pharma and biotech companies make expensive mistakes by neglecting the power and necessity of customer experience strategies. “A bad customer feeling i...

How Stitch Fix Shows They Truly Care About Their Customers

Chevron CEO and Chairman John S. Watson recently noted, upon his retirement, “The sooner you learn about reading people, listening to others and building...

Powerful Personalization: How to Provide Value and Avoid “Creepy”

Personalization is a popular idea for brands and consumers alike. But few brands are able to deliver on customer expectations. Ernan Roman of ERDM conducts specialized...

‘Personalization Is The New Loyalty,’ Says Neiman Marcus VP

Article by Ernan Roman Featured on CMO.com Jeff Rosenfeld is the vice president of customer insight and analytics for The Neiman Marcus Group, where he is responsible for leveraging analytics to drive revenue. His team focuses on personalization, web ...

Is Your Brand Trusted? Why Authenticity is Critical to Customer Loyalty

Consumers are jaded. They want to do business with companies they feel are transparent, address their concerns, and are trustworthy. Rimma Perelmuter, CEO of Mobile...

‘Tech Has To Adapt To People,’ Says Lowe’s Innovation Labs Leader

Article by Ernan Roman Featured on CMO.com Amanda Manna is a true innovation leader. As head of narrative and partnerships of Lowe’s Innovation Labs, she...

Amazon & Kohl’s; Walmart & Google — Blurring the Lines Between Online and In-Store...

You know the saying, “two heads are better than one”? For many companies, this phrase is playing out in new marketing partnerships which allow...

GM’s Global Director Of CX Answers 4 Questions For Digital Innovators

Article by Ernan Roman Featured on CMO.com As global director of CX strategy and enterprise experiences at General Motors, David Mingle has spent the past four...

How Innovators are Breaking Silos and Creating Cross-Functional Alignment

Summary: When silos rule, internal communications break down and it’s difficult to present a united vision, brand and compelling message to consumers. However, some...

Tumi’s CDO Answers 4 Questions For Digital Innovators

Charlie Cole, chief digital officer of Tumi, has been overseeing and developing the luggage and travel accessory brand's global e-commerce and digital platforms since...

Learn from Innovators Transforming Companies to Align with Customers

Summary: For years brands told consumers "YOU play by OUR rules." Now, innovative companies...

4 Requirements for Linking CX to ROI

Article by Ernan Roman Featured on crmirewards.com Eighty-one percent of consumers are willing to pay for a better experience, according to the Capgemini’s study “The Disconnected...

Why Technology Upgrades Aren’t Solving Your CX Problems

“Just a few years ago, we had more than 100 social media listening ...tools. We’ve consolidated those...

Moosejaw CMO Answers 4 Questions For Digital Innovators

Dan Pingree is the chief marketing officer of Moosejaw Mountaineering, where he oversees the outdoor retailer’s marketing initiatives, including search engine marketing, search engine...

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