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ernan roman

Ernan Roman is president of ERDM Corp., which conducts specialised Voice of Customer research to identify customer experience strategies and actions, and author of Voice of the Customer Marketing. He was inducted into the DMA Marketing Hall of Fame due to his innovative Customer Experience strategies and Voice of Customer research.

Ernan was also named by the Online Marketing Institute as one of the Top 40 Digital Luminaries and by Crain’s BtoB Magazine as one of the 100 Most Influential People in Business Marketing. His widely read blog, Ernan's Insights on Marketing Best Practices, appears in the likes of Huffington Post,, Forbes, and Business2Community.

You can follow him on Twitter on: @ernanroman.

Marketing expert and blogger Ernan Roman interviews Raul Ortiz about marketing innovations and customer experience. Raul Ortiz is the Marketing Director for the Holiday Inn and Crowne Plaza brands in the Americas. He has oversight for the teams that develop the annual marketing plans for the brands, executes integrated marketing programmes behind...Full Article »
Where personas help identify “buckets” of customers, the limitations have become apparent as the consumer decision-making journey has veered from its predictable linear path and increased in complexity Over the past 12 months, the number of companies disappointed by the lack of a significant increase in response and engagement from their...Full Article »
Marketing expert and blogger Ernan Roman discusses why omni-channel is an important part of the overall customer experience, but that contact channels aren’t the end goal: an excellent experience is. “You can’t have your channels competing against one another… The goal is to get your organisation as a whole to work toward overall revenue...Full Article »