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."
How the fashion retailer meets consumers' multichannel needs and how you can, too.
Today's consumers expect that the sale is just the beginning of a journey of increasingly personalized and sustained engagement.
Sometimes it's good to tell customers, "Here's what you don't need to buy from us."
Beware of planting seeds that lead to disastrous customer service--and negative word of mouth.
New research findings reveal what customers expect from a high-value customer experience.
Customers are willing to share personal information in exchange for what they consider communications and offers of equal value.
For consumers, personalization is the true value of providing personal preference data.