Ernan Roman: Innovation in Personalization and CX

3 Tips to Improve Your Email Marketing Effectiveness

Here are two email stats which reinforce the role of high value email as part of your mix; people who buy products via email spend 138% more than those who didn’t receive email offers, and 44% of email recipients made at least one purchase...

Myth Busted: How Direct Mail Can Actually Enrich the Digital Customer Journey

E-commerce marketers are increasingly seeing the value of direct mail as part of their integrated mix and, in 2014, direct mail spending rose. Why this surprising trend? Direct Mail Enriches the Customer Experience Per ERDM VoC research;...

3 Ways to Increase Customer Retention, Boost Profits

We all know that 20% of our existing customers generate 80% of profits. However, the customer retention efforts of many companies still leave a lot to be desired. According to a report by the Harvard Business Review/Bain & Company, "increasing customer...

Customer-Centricity Is Mandatory for 2015

For 2015 putting your customer at the center of every strategy and business process will be essential for acquisition, retention and competitive differentiation. No more just talking about it. This coming year, it has to happen. ...

3 Ways Customer Listening Powers Marketing Effectiveness

Today customers can make sure that their voice is heard like never before. And, if marketers don’t have measures in place to listen, they are turning a deaf ear to potentially significant problems and missing out on...

4 Tips for Achieving Competitively Differentiating Personalization

Per research findings, traditional “personalization” does not satisfy the needs of today’s consumers. B2B and B2C customers are defining personalization as providing very targeted content based on their individual preferences. Following are 4 tips for achieving competitively differentiating personalization. ...

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