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 CMO.com Too many companies are still struggling to achieve deep and high-value relationships with customers. As a result, churn,…
Article by Ernan Roman Featured on CMO.com Raul Ortiz is marketing director for the Holiday Inn and Crowne Plaza brands in the Americas. He has…
There is a chasm between what customers are expecting in terms of personalization and what marketers are providing. According to findings from ...
In speaking about the Volkswagen emissions scandal, Johns Hopkins Professor Sylvia Long-Tolbert noted, “I don't think people will be able ...
As Citi’s managing director, benefits, new product development and global rewards, Mary Hines oversees the growth and development of the company’s ThankYou Rewards loyalty...
“...That we can have this conversation live, I think that’s powerful and important – but the...
“You can only eat so much plain white cake. The 30 percent is the icing.” This is just one of the statements Joe McFarland,...
Not only was the price point too high, but, ...it was an attempt to create a market for at-home single-serve...
It’s time to take the next step with your data strategies. According to our recent research, customers, especially Millennials, want to drive the customized...
Target CEO, Brian Cornell commented during their annual investment community meeting,” Every time we don’t deliver, we’re...
Article by Ernan Roman Featured on CMO.com Recently, we conducted VoC research for an innovative company that prides itself on having achieved high levels of…
Imagine my wife’s surprise when she received this email after a purchase: Thank you for your recent...
Article by Ernan Roman Featured on CMO.com Before he was appointed executive vice president and chief marketing officer at Nestlé Waters North America in 2014,…
Article by Ernan Roman Featured on Forbes.com Here’s what a leading CMO told me recently when I asked about the quality of their CX and…
Article by Ernan Roman Featured on CMO.com James Keady is head of digital at Samsung, where he is passionate about the audience experience across the…
"We are in a time where we have to transform how we connect with and engage consumers," Seth Kaufman chief marketing...
Article by Ernan Roman Featured on Forbes.com Recently, AOL CMO Allie Kline said that content marketing “is an increasingly important investment that brands must make…
Two events occurred during the past few months that are important to marketers: WalMart, known for a focus on discount pricing experienced a ...
Article by Ernan Roman Featured on CMO.com Michael Moynihan is vice president of marketing for LEGO Systems. His 20-plus years of consumer marketing experience guides…