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Ernan Roman (@ernanroman) is president of ERDM Corp., leaders in conducting VoC research for major brands. His latest book is “Voice of the Customer Marketing.” He was inducted into the DMA Marketing Hall of Fame, named by the Online Marketing Institute as one of the “Top 40 Digital Luminaries” and named by Crain’s BtoB Magazine as one of the “100 most influential people in business marketing.”
