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Customer Relationship MarketingNews & Articles Ernan Roman on Voice of Customer MarketingAn interview with Ernan Roman by Denise Lee Yoh covering topics such as - treating customers the way we want to be treated - the difference between passive permission-based marketing and active opt-in marketing. (Link available to a podcast of the interview.) The Voice-of-the-Customer 3-Dimensional Web ExperienceConsumer research has revealed that customers want a different kind of web experience than they're getting. Fueling Multichannel Marketing Program Sales Through the Voice of Customers – The Email InstituteMarketers must engage in socially responsible marketing. One way to do that is to leverage the “voice of customers.” Companies need to understand customers’ needs, wants, their decision-making process and their expectations... How to Increase Sales 20% by Deploying Your Multichannel Mix Per “Voice of the Customer” Media and Channel Preferences – dmPULSEAn article written by Ernan Roman discussing the critical points addressed in his seminar at the DM Days Conference. Make voice of the customer marketing more than just a slogan – DirectConnectDirectConnect interviews Ernan Roman, president of Ernan Roman Direct Marketing, about the power of “voice of the customer marketing.” Who is in the Center of the Universe? – Point, a DMA PublicationIn today’s astonishingly connected environment, the center of our world as marketers is now, inescapably, the individual customer. And thanks to the customer’s access to cell phones, the Internet, and social media, expectations for an empowered, engaged relationship with the marketer are getting stronger by the day. Customer Relationships are 12 Times More Powerful than Customer Satisfaction in Driving Purchases per New CRM Market Research – AMAIn this economy, Customer Satisfaction is expected. Customer Engagement and Customer Relationships (CRM), are the factors which drive purchases, per market research findings. Microsoft Gains Insight From Small-Business Clients – Direct MagazineMicrosoft achieves click-through rates of 75% with small businesses. Your Song, Your Price – Direct MagazineThink downloading music is nothing more than paying for a tune? Not so fast. A social networking website developed a breakthrough customer relationship management strategy by which customers set the prices. Avoiding Customer Relationship Manipulation – Direct MagazineRecently I received yet another stream of e-mails and phone calls seeking to “add value” to my relationship with the seller. It quickly became apparent that these were nothing more than poorly executed sales pitches posturing as relationship marketing. DMNews spends a few minutes with Ernan Roman, president of Ernan Roman Direct MarketingProgressive Hydraulics is a distributor of hydraulic and pneumatic products. They recently increased response rates 10x as part of a program of innovative customer relationship management solutions which are focused on doubling PHI's sales over the next 5 years. Take Steps to Mend Telemarketing – DM NewsAs a second-generation direct marketer, sadly, I cannot say that the quality of the telephone customer experience has improved significantly over the past 30 years. GLOVES OFF: How crucial are returns policies to CRM? – DM NewsWho in the world would argue against a strong return policy? Improve your customer service call center in order to get double-digit response rates – DM NewsCompanies spanning all industries and sizes are hurting their company image and credibility with their customers due to poor customer care experiences. How to Improve Your Customer Service Call Center So You Can Achieve Double-Digit Response Rates – Business InformerPoor Customer Service is Not Company or Industry Specific "Relationship Marketing Expert Ernan Roman Introduces 7-Point Customer Service Bill of Rights – Yahoo NewsA recent national survey conducted by Ernan Roman Direct Marketing has generated important findings which quantify the significant damage resulting from poor Customer Service Call Center experiences. "Five tips for achieving consistent double-digit response rates with opt-in and multichannel marketing – BtoB Straight LineFive tips to ensure your opt-in and multichannel marketing success "How Good is Your Customer Service?" - Target Marketing magazineTake the Test: Customer Service Best Practices Revealed. "Tips for Holiday Friendly Call Centers - CRM Today Features Industry Tips for Holiday-Friendly Call Centers. "Making Companies Pay for Bad Service"Washington Post Article "More Customer Service Heartbreak" – DM News"How To Keep Them Opted In?"- Direct Newsline
Want to hold on to your opt-ins? Then respect their channel preferences and learn how to take no for an answer. "Poor Customer Care Center Experiences Hurt CompanyImage and Customer Trust"- DM News Findings include:
"Five Questions: Ernan Roman on Customer Care Call Centers":- DMA Bottom Line
Provocative discussion with the DMA Bottom Line newsletter regarding the short comings of many of today's call centers. "The Role of Direct Mail Within the Integrated Media Mix"- United States Postal Service
An important white paper written for the United States Postal Service. "Five Questions: Ernan Roman on Opt-In Marketing"- DMA Bottom Line
From the DMA Bottom Line newsletter Ernan addresses 5 key questions regarding Consensual / Opt-In Marketing:
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