Ernan Roman, president of  Ernan Roman Direct Marketing Corp., is recognized as a customer experience innovator and was inducted into the Marketing Hall of Fame for creating three transformational methodologies: Voice of Customer Relationship Research, Integrated Direct Marketing, and Opt-in Marketing. Roman is author several books, including Voice of the Customer Marketing: A Proven 5-Step Process to Create Customers Who Care, Spend, and Stay, and blogs at "Ernan's Insights on Marketing Best Practices."

Latest Columns

Nordstrom's Multichannel Strategies Are Breaking New Ground for Retail

Nordstrom's Multichannel Strategies Are Breaking New Ground for Retail

How the fashion retailer meets consumers' multichannel needs and how you can, too.

The Sales Funnel is Dead

The Sales Funnel is Dead

Today's consumers expect that the sale is just the beginning of a journey of increasingly personalized and sustained engagement.

"Unmarketing" to Increase Customer Loyalty

"Unmarketing" to Increase Customer Loyalty

Sometimes it's good to tell customers, "Here's what you don't need to buy from us."

Is Bad Service Undermining Your Marketing?

Is Bad Service Undermining Your Marketing?

Beware of planting seeds that lead to disastrous customer service--and negative word of mouth.

How Do Customers Define Customer Experience Marketing?

How Do Customers Define Customer Experience Marketing?

New research findings reveal what customers expect from a high-value customer experience.

Consumers Want "Reciprocity of Value"

Consumers Want "Reciprocity of Value"

Customers are willing to share personal information in exchange for what they consider communications and offers of equal value.

BIG Data Must Create BIG Experiences

BIG Data Must Create BIG Experiences

For consumers, personalization is the true value of providing personal preference data.

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