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Voice of Customer` Marketing

Don't Ignore These Three Customer Journey Experiences

Ernan Roman | Posted 04.24.2015 | Business
Ernan Roman

Every consumer is on a journey when they interact with your brand. And each of their journeys are likely to be quite different.

Sephora Innovation Lab VP Answers 4 Questions for Marketing Innovators

Ernan Roman | Posted 04.14.2015 | Business
Ernan Roman

Bridget Dolan, Vice President, Sephora Innovation Lab, will address these 4 questions; What is one marketing topic that is most important to you as a...

Are You Having These 3 Customer Conversations Every Day?

Ernan Roman | Posted 04.07.2015 | Business
Ernan Roman

Research findings indicate that customers welcome ongoing communication with brands...if they are based on relevant two-way conversations.

3 Tips to Improve Your Email Marketing Effectiveness

Ernan Roman | Posted 03.31.2015 | Business
Ernan Roman

Consumers -- both BtoC and BtoB -- are email weary and wary. To drive engagement, emails must contain value and relevance. Use purchase, behavior and interaction data to craft email messaging that is welcomed.

RR Donnelley CMO Answers 4 Questions for Marketing Innovators

Ernan Roman | Posted 03.17.2015 | Business
Ernan Roman

Alisa Norris, CMO of RR Donnelley will address these 4 questions; What is one marketing topic that is most important to you as an innovator? Why is t...

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

Ernan Roman | Posted 03.10.2015 | Business
Ernan Roman

Using direct mail as a part of a multi-faceted campaign gives recipients multiple opportunities to engage, but for the History Channel it also provided recipients a valued collectable.

Free The Children Co-founder Answers 4 Questions for Marketing Innovators

Ernan Roman | Posted 04.21.2015 | Business
Ernan Roman

Craig Kielburger is a social entrepreneur and NYT-bestselling author. He is the co-founder of the children's charity Free The Children, the youth empowerment event We Day, and the social enterprise Me to We.

4 Ways to Make Your Business Stand Out Among the Crowd

Jeremy Sandow | Posted 04.18.2015 | Small Business
Jeremy Sandow

So how do you differentiate yourself from the pack? How do you ensure the crowd comes to you instead of the guy down the block? I have you covered. Here are four ways you can break the mold to boost your biz.

HackerAgency CEO Answers 4 Questions for Marketing Innovators

Ernan Roman | Posted 04.04.2015 | Business
Ernan Roman

Thanks for all the positive feedback regarding our recently launched 4 Questions for Marketing Innovators. Each blog features one marketing innovator ...

Customer-Centricity Is Mandatory for 2015

Ernan Roman | Posted 03.22.2015 | Business
Ernan Roman

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.Customer Think

5 Marketing Requirements for Luxury Customer Engagement in 2015

Ernan Roman | Posted 03.14.2015 | Business
Ernan Roman

In 2015, the biggest challenge for luxury marketers will be to gain a much better understanding of what customers expect in terms of significantly improved customer experiences. Luxury Shopper

Neiman Marcus CMO Answers 4 Questions for Marketing Innovators

Ernan Roman | Posted 03.08.2015 | Business
Ernan Roman

Wanda Gierhart is the SVP and CMO for Neiman Marcus, the premier omni-channel retailer of luxury and fashion merchandise in the U.S.

3 Questions You Need To Ask Now For 2015 Success

Ernan Roman | Posted 02.14.2015 | Business
Ernan Roman

Right now is the time to re-evaluate your marketing in terms of the new expectations your customers have developed in the past 6 months.

3 Ways Customer Listening Powers Marketing Effectiveness

Ernan Roman | Posted 01.17.2015 | Business
Ernan Roman

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 essential insights for improving their customer experience.

Disney Finds Magic in Reciprocity Marketing

Ernan Roman | Posted 12.21.2014 | Business
Ernan Roman

A healthy change is taking place: Consumers are demanding that brands engage them in conversations versus one-way blasts. But for this to be effective, both consumers and marketers have to change previous behaviors.

Use Human Data to Provide True B2B Personalization

Ernan Roman | Posted 11.29.2014 | Business
Ernan Roman

Article by Ernan Roman Featured on CMS Wire An enormous shift is occurring in how B2B customers think about engagement and relationships. Customers ...

Uncommon Customer Experience

Myles Bristowe | Posted 11.15.2014 | Business
Myles Bristowe

The greatest of marketing masters will tell you they've earned their stripes by learning from their biggest mistakes. At least that's what the honest ones will tell you. We don't always get the results we want, so we learn our lessons.

5 Emails Which Drive Value and Response

Ernan Roman | Posted 11.09.2014 | Business
Ernan Roman

We all struggle to create emails that are worthy of being opened. We have to overcome the instinctive "Delete" reflex by our customers and prospects.

5 Tips to Boost Native Advertising Effectiveness

Ernan Roman | Posted 10.06.2014 | Business
Ernan Roman

There's good news for marketers when it comes to consumer acceptance of contextual advertising. Consumers have come to terms with these ads... but onl...

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

Ernan Roman | Posted 08.16.2014 | Business
Ernan Roman

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 motivation for customers to actually provide those referrals.

Don't Use CRM to Automate Bad Behaviors

Ernan Roman | Posted 07.13.2014 | Business
Ernan Roman

Here's the good news about the state of CRM today: Most companies recognize the financial value resulting from improving their customer experience (CX...

Why Isn't Your Customer Service Better?

Ernan Roman | Posted 07.01.2014 | Business
Ernan Roman

As marketers adopt new and more sophisticated technologies and methods for servicing customers, you would assume that we've gotten to the point where a satisfactory customer service experience would be a given.

How Social Listening Helps the Red Cross and Dell

Ernan Roman | Posted 05.17.2014 | Business
Ernan Roman

Challenge: Today's consumers are more connected via new media than ever before. To fully engage the multichannel consumer, companies need to leverage ...

Experiential Marketing; Creative Ideas From Vanity Fair and Frito Lay

Ernan Roman | Posted 05.03.2014 | Business
Ernan Roman

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 engagement.

6 Multichannel Takeaways from Best Buy's Marketing

Ernan Roman | Posted 04.21.2014 | Business
Ernan Roman

Challenge: Marketers are having a tough time maintaining engagement with today's multichannel, multi-device consumers. According to ShopperTrack, whi...