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.
Research Findings: Customer Dis-service and Hostage Marketing
The customer service experience is getting even worse. Results from our recent Huffington Post research regarding people's experiences when calling Customer Service Call Centers indicates...
Scary Times Call for Better Customer Service: Improve Your Contact Center and Realize Sustainable Profits
These are the scariest times many of us can recall. Yet, the treatment I've experienced recently when calling customer service call centers for resolution...