Ernan Roman, president of ERDM, which conducts specialized Voice of Customer (VoC) Relationship Research to identify Customer Experience (CX) strategies and actions, knows some telltale signs of a brand’s commitment to a personalized customer experience.
Active consumer listening with a goal of deep understanding is a key element of CX transformation because it lets brands look at touch points and interactions from a value-driven experience standpoint that cultivates ongoing loyalty, not just an end-point....