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Author Archive | Ernan Roman

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 …

Experiential Marketing; Creative Ideas from Vanity Fair and Frito Lay

Blog post by on March 4, 2014 Editor's Pick

Challenge: Customers want to be actively involved in their own brand experiences. To meet this demand companies are developing innovative experiential marketing campaigns utilizing the virtually limitless opportunities of multichannel engagement. These new strategies are giving both …

6 Multichannel Takeaways from Best Buy’s Marketing

Blog post by on February 18, 2014

Challenge: Marketers are having a tough time maintaining engagement with today’s multichannel, multi-device consumers. According to ShopperTrack, which uses a network of 60,000 shopper-counting devices to track visits at malls and large retailers across the country, retailers …

NFL.com Gets High Scores on Engaging Emails

Blog post by on January 23, 2014

Challenge: Email deliverability is now dependent on a sender’s ability to deliver engaging content to subscribers. Since engagement has become a key ingredient in ISP’s reputation scores, marketers need to up their game to play by the …

IBM: Innovations in ‘Outside In’ Conversations and Content

Blog post by on January 6, 2014

Challenge: Many companies are bothering customers with irrelevant content, rather than “conversing” with them through personalized interactions. Conversing with customers should now encompass key points of engagement starting with what you name products and services, as well …

4 Tips That Transform Holiday Shoppers Into Loyal Customers

Blog post by on December 9, 2013

Challenge: Tis the season for customers to think “sale.” However, while customers are concentrating on transactions, companies need to think beyond the holidays. We hope the following 4 tips will help you move beyond “quickie transactions” for …