Author Archive | Ernan Roman

Customer Data Deliver High Value Customer Experience

Blog post by on July 21, 2014

Customers have learned that in order to have a more customized experience they need to provide the data to drive those high-value communications and experiences. However, the burden is on marketers to become better in delivering on …

5 Smart Social Community Strategies That Boost Sales

Blog post by on July 9, 2014

By Ernan Roman Reprinted from: Business 2 Community The Challenge: Social media has evolved into more than just another advertising channel, with communities transcending traditional social media channels. To make the most of these new opportunities, marketers …

Driving Word of Mouth Referrals

Blog post by on June 10, 2014

The Challenge: Companies rely on customer referrals to bring in new business. But, they continue to struggle to interact, listen, and respond in a manner that provides the engagement and motivation for customers to actually provide those …

Don’t Use CRM To Automate Bad Behaviors

Blog post by on May 12, 2014

Here’s the good news about the state of CRM today: Most companies recognize the financial value resulting from improving their customer experience (CX) and are spending the necessary dollars to acquire CRM technology and build preference centers.

Why Isn’t Your Customer Service Better?

Blog post by on April 29, 2014

Challenge: At a time when good customer service would be assumed to be a core competency, why are so many companies still not delivering good to excellent customer service? What needs to be done differently? As marketers …

6 Customer Experience Mistakes You Don’t Want to Make

Blog post by on April 14, 2014

Loyalty 360 Feature Story. Per results from recent Voice of Customer (VoC) research, Customer Experience strategies are failing to deliver the quality of experience customers expect. Notwithstanding today’s technology, tools and analytics, it is sobering that customers …

Oreo; Twitter Based Custom Cookies and CX Innovation

Blog post by on April 1, 2014

Challenge: Consumers have more avenues and channels to connect with brands than ever before. Therefore marketers need to embrace new ways to influence customer opinion and improve engagement across channels. Influence marketing in social media has taken …

How Social Listening Helps the Red Cross and Dell

Blog post by on March 15, 2014

Challenge: Today’s consumers are more connected via new media than ever before. To fully engage the multichannel consumer, companies need to leverage the power of social listening. According to Nielsen’s, 2014 U.S. Digital Consumer Report, it’s critical …