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Ernan Roman

Ernan Roman
Ernan Roman (@ernanroman) is president of ERDM Corp. and author of Voice of the Customer Marketing. He was inducted into the DMA Marketing Hall of Fame due to the results his VoC research-based CX strategies achieve for clients such as IBM, Microsoft, QVC, Gilt and HP. ERDM conducts deep qualitative research to help companies understand how customers articulate their feelings and expectations for high value CX and personalization. Named one of the Top 40 Digital Luminaries and one of the 100 Most Influential People in Business Marketing.

8 Essentials for Effective Online Communities

Article by Ernan Roman Featured on DMA LATELY Are you leveraging the power of your Community? How many of the following 8 requirements for achieving…

What GoPro Can Teach You About Creating an Engaged Community

Bringing a human dimension to your brand requires a tremendous amount of trust in your product and your customers. Do...

Chasm Remains Between What Customers Want and What Marketers Deliver

The gap between marketer's perceptions of how well they are doing and how customers feel remains incredibly large and dangerous. According to IBM’s "Listening to...

Put Life Into Your Customers’ Life Cycles

Article by Ernan Roman Featured on CMO.com Put Life Into Your Customers’ Life Cycles The term “closing a sale” is unfortunate. It reflects marketers’ thinking…

3 Ways to Get Consumers to Emotionally Engage with Your Brand

Meaningful engagement is key to determining whether shoppers will buy from you once or come back for more. According to Forrester...

Are You Leveraging The Power Of Surprise And Delight?

Article by Ernan Roman Featured on CMO.com I recently had a surprise show up in my inbox--a $20 appreciation gift certificate. It was also the…

IBM Chief Strategist for Watson Trend App Answers 4 Questions for Marketing Innovators

Justin Norwood is chief strategist for the IBM Watson Trend app, and is an executive in IBM's Commerce business. He has 14+ years of experience...

Alibaba’s Success; 3 TakeAways to Help Your Marketing

Article by Ernan Roman Featured on CMO.com How did online retailer Alibaba leverage Singles Day into an event that will trump Cyber Monday in sales…

Smash Every Silo to Build Great CX

Too often customers feel a great urge to introduce a company’s right hand to its left. Interdepartmental...

J&J Worldwide Director of Digital Strategy Answers 4 Questions for Marketing Innovators

Article by Ernan Roman Featured on CMO.com Jeremy Dalnes is worldwide director of digital strategy and platforms for Johnson & Johnson Medical Devices, where he…

How Brand Ambassadors make social…more social

People are social beings. So why is it that most corporate social postings are both irrelevant and anonymous? Tweet this Putting a personal, social...

The Damage Brands Suffer From Breaking Promises

Article by Ernan Roman Featured on Forbes.com According to a recent report by Gallup, a brand promise represents everything a company stands for, it is…

The Customer is Wrong and Cannot Be Trusted

Haven't we all had those beyond awful customer service experiences? I recently had one of “those” experiences and was stunned...

L’Oréal USA’s CMO Answers 4 Questions For Marketing Innovators

Article by Ernan Roman Featured on CMO.com Marie Gulin-Merle has more than 15 years of experience in managing communications and digital strategies for fast-moving consumer…

Marketers Must Understand The New Mobile Mind-Set Of Immediacy

Article by Ernan Roman Featured on CMO.com In the spring, Google rolled out algorithm changes to devalue “non-mobile-friendly” websites in its search rankings. This has…

Founder Of Stitch Fix Answers 4 Questions For Marketing Innovators

Article by Ernan Roman Featured on CMO.com Inspired by the opportunity to create a truly personalized online shopping experience by blending the best of brick-and-mortar…

Customer-driven Innovations Deliver 8 Times the Revenue as Employee Ideas

Once upon a time, brands made products and consumers bought them. But not anymore. Today, it’s all...

Citi Cards’ Chief Customer Experience Officer Answers 4 Questions For Marketing Innovators

Article by Ernan Roman Featured on CMO.com Alice Milligan is the chief customer experience officer for Citi Cards, the world’s largest credit card issuer, where…

How IBM, Similac And Other Marketers Think Beyond The FAQ When It Comes To Customer Support

Article by Ernan Roman Featured on Forbes.com Recently, the annual list of companies with the worst customer service came out and it got me thinking.…

An Ace Hardware EVP Answers 4 Questions For Marketing Innovators

Article by Ernan Roman Featured on CMO.com John Surane is executive vice president of merchandising, marketing, and sales for Ace Hardware. Since joining the retailer…

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