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Voice of Customer Research

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

Ernan Roman | Posted 02.19.2015 | 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.

HackerAgency CEO Answers 4 Questions for Marketing Innovators

Ernan Roman | Posted 02.11.2015 | 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 01.20.2015 | 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 01.13.2015 | 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 01.12.2015 | 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 ...

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...

Aesop for Startups: Thanks, But It's My Donkey!

Aileen Gemma Smith | Posted 10.01.2014 | Small Business
Aileen Gemma Smith

Building a company is hard. Founders get an onslaught of advice on what they should do from experts.

Voice Analytics: Stripping Politicians Bare?

Dr. Jeffrey H. Toney | Posted 09.29.2014 | Politics
Dr. Jeffrey H. Toney

I'm standing in the election booth, ready to select America's next president. It's Tuesday, November 8, 2016. I've been barraged by polling and am s...

Stephanie Raill Jayanandhan: Meeting Our Customers in Brownsville

Significance Labs | Posted 09.22.2014 | Impact
Significance Labs

Going to Brownsville is the highlight of my week, these days. Yes, sometimes I'm afraid. But being afraid isn't an excuse.

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...

The Value of Measuring Net Promoter Score

John Lusk | Posted 03.26.2014 | Small Business
John Lusk

It amazes me when I hear that a CEO or marketer has never heard of Net Promoter Score (NPS). I'm also shocked when folks tell me that they know all about NPS but aren't measuring it at their company. Really?

Montreal Transit's Innovative App Drives High Engagement

Ernan Roman | Posted 02.16.2014 | Business
Ernan Roman

Today, engaging customers through ongoing, personalized, experience-based interactions is the key to developing loyalty and future sales.

4 Tips That Transform Holiday Shoppers Into Loyal Customers

Ernan Roman | Posted 02.09.2014 | Business
Ernan Roman

Challenge: 'Tis the season for customers to think "sale." However, while customers are concentrating on transactions, companies need to think beyond t...

Preference Centers: Are CMOs Overlooking Their Importance?

Ernan Roman | Posted 01.23.2014 | Business
Ernan Roman

A good preference center is akin to a good first date. It is all about initial appropriateness, understanding, and communication. Once accomplished, you have earned the right to a second date and deeper levels of discussion.

Pizza Hut: Preference Driven Communications and Pizzas

Ernan Roman | Posted 01.23.2014 | Business
Ernan Roman

Many companies capture large quantities of customer data. But few use the data to deliver a competitively differentiating customer experience.