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Profile: Ernan Roman

Ernan Roman is president of ERDM.
ERDM conducts Voice of Customer (VoC) research to identify high impact Customer Experience strategies.
Inducted into the Marketing Hall of Fame due to results clients achieve with ERDM's VoC research driven strategies.
Clients include IBM, MassMutual, Microsoft, NortonAntivirus, QVC and NBC.
Roman is the author of Voice of the Customer Marketing and of the Huffington Post published blog, Ernan's Insights on Marketing Best Practices.
Named by the Online Marketing Institute as one of the “2014 Top 40 Digital Luminaries” and by Crain’s BtoB Magazine as one of the “100 most influential people in Business Marketing”.
www.erdm.com
ernan@erdm.com

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Articles by Ernan Roman
7 Game-Changing Marketing Trends To Engage Customers, Build Your Brand

7 Game-Changing Marketing Trends To Engage Customers, Build Your Brand

Marketing

Given the need for speed and agility, a critical priority for marketers is to reevaluate your current marketing strategies to determine if they are achieving two key objectives; competitively differentiating... read more

5 Tips To Boost Native Advertising Effectiveness

5 Tips To Boost Native Advertising Effectiveness

Native Advertising

There’s good news for marketers when it comes to consumer acceptance of contextual advertising. Consumers have come to terms with these ads… but only if the content is relevant, authoritative,... read more

5 Tips for Using Customer Data to Deliver High Value

5 Tips for Using Customer Data to Deliver High Value

Marketing

Customers have learned that in order to have a more customized experience they need to provide the data to drive those high-value communications and experiences. However, the burden is on... read more

5 Smart Social Community Strategies That Boost Sales

5 Smart Social Community Strategies That Boost Sales

The Challenge: Social media has evolved into more than just another advertising channel, with communities transcending traditional social media channels. To make the most of these new opportunities, marketers need... read more

Multichannel Engagement; 6 Requirements and 3 Takeaways

Multichannel Engagement; 6 Requirements and 3 Takeaways

There’s an ever increasing range of media and channels with which to engage customers. And although companies know an integrated multichannel engagement strategy is a must, most still struggle with... read more

Driving Word of Mouth Referrals: 5 Research Findings and 5 Tips

Driving Word of Mouth Referrals: 5 Research Findings and 5 Tips

The Challenge: Companies rely on customer referrals to bring in new business. But, they continue to struggle to interact, listen, and respond in a manner that provides the engagement and... read more

3 Tips For Involving Customers With Your Brand

3 Tips For Involving Customers With Your Brand

The Challenge: Companies need to involve customers with their brand by providing emotional connections that drive engagement and purchases. Here are 3 tips to help you achieve greater brand engagement.... read more

Don't Use CRM To Automate Bad Behaviors

Don’t Use CRM To Automate Bad Behaviors

Here’s the good news about the state of CRM today: Most companies recognize the financial value resulting from improving their customer experience (CX) and are spending the necessary dollars to... read more

Why Isn't Your Customer Service Better?

Why Isn’t Your Customer Service Better?

Customer Experience

2

Challenge: At a time when good customer service would be assumed to be a core competency, why are so many companies still not delivering good to excellent customer service? What... read more

6 Customer Experience Mistakes You Don't Want to Make

6 Customer Experience Mistakes You Don’t Want to Make

Customer Experience

1

Per results from recent Voice of Customer (VoC) research, Customer Experience strategies are failing to deliver the quality of experience customers expect. Notwithstanding today’s technology, tools and analytics, it is... read more

Oreo; Twitter Based Custom Cookies and CX Innovation

Oreo; Twitter Based Custom Cookies and CX Innovation

Challenge: Consumers have more avenues and channels to connect with brands than ever before. Therefore marketers need to embrace new ways to influence customer opinion and improve engagement across channels.... read more

5 Tips From Mass Mutual‘s Customer Experience Transformation

5 Tips From Mass Mutual‘s Customer Experience Transformation

Customer Experience

While MassMutual Retirement Services now has many customers who opt in to access content for retirement and financial planning…it wasn’t always this way. MassMutual, an industry leader, was humble enough... read more

How Social Listening Helps the Red Cross and Dell

How Social Listening Helps the Red Cross and Dell

Challenge: Today’s consumers are more connected via new media than ever before. To fully engage the multichannel consumer, companies need to leverage the power of social listening. According to Nielsen’s,... read more

Experiential Marketing; Creative Ideas from Vanity Fair and Frito Lay

Experiential Marketing; Creative Ideas from Vanity Fair and Frito Lay

Marketing

Challenge: Customers want to be actively involved in their own brand experiences. To meet this demand companies are developing innovative experiential marketing campaigns utilizing the virtually limitless opportunities of multichannel... read more

6 Multichannel Takeaways from Best Buy’s Marketing

6 Multichannel Takeaways from Best Buy’s Marketing

Marketing

Challenge: Marketers are having a tough time maintaining engagement with today’s multichannel, multi-device consumers. According to ShopperTrack, which uses a network of 60,000 shopper-counting devices to track visits at malls... read more