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.
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…
Bringing a human dimension to your brand requires a tremendous amount of trust in your product and your customers. Do...
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...
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…
Meaningful engagement is key to determining whether shoppers will buy from you once or come back for more. According to Forrester...
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…
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...
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…
Too often customers feel a great urge to introduce a company’s right hand to its left. Interdepartmental...
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…
People are social beings. So why is it that most corporate social postings are both irrelevant and anonymous? Tweet this Putting a personal, social...
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…
Haven't we all had those beyond awful customer service experiences? I recently had one of “those” experiences and was stunned...
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…
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…
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…
Once upon a time, brands made products and consumers bought them. But not anymore. Today, it’s all...
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…
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.…
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…