Our People

 

Meet the ERDM Team

ERNAN ROMAN DIRECT MARKETING
ERNAN ROMANErnan Roman, Founder and Principal

Ernan was inducted into the Marketing Hall of Fame based on the dramatic results companies achieve with three Customer Experience methodologies he created: Voice of Customer Relationship Research, Integrated Direct Marketing and Opt-in Marketing.

He is an industry thought leader, author of "Voice of the Customer Marketing", and author of the widely read, Huffington Post published blog, "Ernan's Insights on Marketing Best Practices".

DMA Hall of Fame
Ernan was inducted into the Marketing Hall of Fame in October 2011.
Named by the Online Marketing Institute as one of the "2014 Top 40 Digital Luminaries".

Named by Crain's BtoB Magazine as one of the "100 most influential people in Business Marketing".

ERDM specializes in conducting Voice of Customer research to identify Customer Experience strategies that generate significant increases in response and revenue. Clients include IBM, MassMutual, QVC, NBC Universal, Microsoft, Norton AntiVirus and Songza.

As a leader in providing VoC research-based Customer Experience guidance, ERDM has conducted over 10,000 hours of interviews with client's customers and prospects to gain an in-depth understanding of their expectations for high-value relationships.

Ernan's other books include "Opt-in Marketing" and "Integrated Direct Marketing".

ERNAN ROMAN DIRECT MARKETING ERNAN ROMAN DIRECT MARKETING ERNAN ROMAN DIRECT MARKETING ERNAN ROMAN DIRECT MARKETINGMarnie Kittelson, Senior Strategist

Marnie has over 20 years of research, marketing and business development experience.

This multi-faceted background allows great understanding and application of the nuances found in research. She has worked in a variety of industries including retail, financial services, media, manufacturing, consulting, grocery, packaged goods, gaming and technology.

When not conducting Voice of Customer Relationship Research interviews for ERDM, she consults for other select clients in business strategy, planning and research.

ERNAN ROMAN DIRECT MARKETING ERNAN ROMAN DIRECT MARKETING ERNAN ROMAN DIRECT MARKETING ERNAN ROMAN DIRECT MARKETINGLinda Krauss, Senior Strategist

Linda has over 25 years of market research, strategic planning and insight mining experience.

She has worked on the client side and at major ad agencies and brand consultancies. Her expertise in "digging deep" to understand customer needs enables creation of strategies and tactics to improve the customer experience.

When not working on VoC Relationship Research with ERDM, she provides research, strategy and branding guidance to select clients across a wide range of categories.

ERNAN ROMAN DIRECT MARKETING ERNAN ROMAN DIRECT MARKETING ERNAN ROMAN DIRECT MARKETING ERNAN ROMAN DIRECT MARKETINGHarvey Markovitz, Senior Strategist

Harvey has over 30 years of marketing experience with JC Penney and CBS.

His marketing, sales and organizational development skills are an important asset when creating Integrated Direct Marketing and Consensual / Opt-In Marketing programs for our clients.

Harvey divides his time between consulting with ERDM, serving as President of HBM Associates and teaching as Clinical Assistant Professor of Marketing at Pace University. ERNAN ROMAN DIRECT MARKETING ERNAN ROMAN DIRECT MARKETING ERNAN ROMAN DIRECT MARKETING ERNAN ROMAN DIRECT MARKETINGTony Grass, Customer-Targeted Search Optimization

Tony has over 30 years experience in sales and marketing, including 7 years in top-of-page search optimization.

Tony consults and develops customer-targeted search optimization for growth, mid-sized and Fortune 1000 companies. His methods integrate Voice Of the Customer with keyword analysis to target the ‘best opportunity’ traffic, feature to each what they are searching for, and then prompt them to act to get what they already want.

His background includes building a 65 person sales communication business, and founding Burson-Marsteller’s hi-tech presentation profit center. ERNAN ROMAN DIRECT MARKETING ERNAN ROMAN DIRECT MARKETING ERNAN ROMAN DIRECT MARKETING ERNAN ROMAN DIRECT MARKETINGAdrian Miller, Senior Teleskills Trainer

Adrian has specialized in teleskills training for the past 26 years.

Her experience helps ERDM provide clients with powerful training programs which combine the optimal blend of customized content for each client's needs along with proven teleskills training components which have been successful for many Fortune and Growth companies.

Adrian divides her time between consulting for our clients and serving as President of Adrian Miller Sales Training.
ERNAN ROMAN DIRECT MARKETING
ERNAN ROMAN DIRECT MARKETING
ERNAN ROMAN DIRECT MARKETING ERNAN ROMAN DIRECT MARKETINGCarol Lustig, Creative Director

Carol has over 28 years of experience in broadcast TV, major national retail catalogs, advertising, public relations, web/social/digital marketing, and direct marketing/email.

She served as CMO/Marketing Director/Consultant for many List Marketing/Email firms and has written for Bloomingdale's, Macy's, Office Depot, and worked on the ABC network news desk.

Carol has been a published columnist for NYC newspapers, many vertical trade publications, DM News' Essential Guides, and Direct/Chief Marketer magazine. She now provides VoC-driven content writing for ERDM.
ERNAN ROMAN DIRECT MARKETING
ERNAN ROMAN DIRECT MARKETING
ERNAN ROMAN DIRECT MARKETING ERNAN ROMAN DIRECT MARKETINGJonathan Zacks, Senior Technology Administrator

Jonathan has over a decade of experience in the IT field as a tech, programmer, web designer and A/V consultant.

Jonathan oversees ERDM’s IT procedures, data security measures and puts out all technology fires to keep us running.

He divides his time between helping ERDM and running Mac Help NYC, where he brought together a network of like-minded consultants to form his IT solutions team. Together, they provide full service technology consulting to the greater New York City area.
ERNAN ROMAN DIRECT MARKETING ERNAN ROMAN DIRECT MARKETING ERNAN ROMAN DIRECT MARKETING ERNAN ROMAN DIRECT MARKETINGLorraine Mahoney, Bookkeeper and Office Manager

Lorraine has 26 years of experience as a full-charge bookkeeper and office manager in a variety of companies.

Her extensive experience enables Lorraine to manage ERDM’s bookkeeping and ensure the smooth operational efficiency of ERDM projects.
ERNAN ROMAN DIRECT MARKETING ERNAN ROMAN DIRECT MARKETING ERNAN ROMAN DIRECT MARKETING ERNAN ROMAN DIRECT MARKETINGTricia M. McCloskey, Research Coordinator

Trish brings a decade of experience with Philip Morris USA.

Her corporate experience helps ensure maximum efficiency and timeliness during the recruitment and data tabulation phases of our Voice of Customer Relationship Research studies.
Flo PalomoFlo Palomo, Research Coordinator

Flo was on the ground floor of a startup toy company where she developed and implemented its customer service program. Prior to this, she spent over 15 years conducting competitive intelligence for BBDO and Condé Nast.

Her research background enables her to contribute insightful analysis of current developments throughout the Voice of Customer Relationship Research process. Her entrepreneurial spirit combined with her corporate experience helps her manage recruitment and administrative activities with efficiency and diligence.
ERNAN ROMAN DIRECT MARKETING ERNAN ROMAN DIRECT MARKETING ERNAN ROMAN DIRECT MARKETING ERNAN ROMAN DIRECT MARKETINGKathy Louie, Research Coordinator

Kathy has over 16 years of experience in the financial industry, working with companies such as JP Morgan Chase, Lehman Brothers, and Citibank.

Her corporate background enables Kathy to provide an exceptional customer experience and high level of efficiency throughout all phases of our Voice of Customer Relationship Research projects.
ERNAN ROMAN DIRECT MARKETING ERNAN ROMAN DIRECT MARKETING ERNAN ROMAN DIRECT MARKETING ERNAN ROMAN DIRECT MARKETINGTracy V. Lorenzo, Research Coordinator

Tracy has over 15 years of marketing, communications, and graphic design experience.

Her expertise helps ERDM manage the Voice of Customer Relationship Research process with the highest quality.

Tracy’s design skills add an important visual dimension to ERDM’s presentations.

New Book Release: Voice Of The Customer Marketing
"Ernan is a leading expert in creating disciplined Voice of Customer-driven marketing processes. If you want to move from just talking about VoC to being a leader in implementing it, you must read this book."
— Don Peppers and Martha Rogers, Ph.D,
Peppers and Rogers Group
"Ernan is a leading expert in creating disciplined Voice of Customer-driven marketing processes. If you want to move from just talking about VoC to being a leader in implementing it, you must read this book."
— Fred Neil
Global Head of CRM, Dell
"When HP uses the Voice of Customer methodology, our marketing campaign results improve dramatically: response rates improve 3 times to 10 times, sales increase 2 times or more, and we can spend far less to get great results. When we don’t use VoC, our results can suffer greatly."
— Garry Dawson
Americas Advertising and Direct Marketing Manager, Hewlett-Packard
“Ernan Roman has captured the essence of what the most successful businesses are realizing, namely that Voice of the Customer drives the best marketing strategies and generates the highest results. By using VoC driven strategies, Xerox has deepened customer engagement to a level we never imagined possible. His book is essential for marketers who want to excel at Relationship Marketing.”
— Mike Milligan
Vice President, Marketing, North American Reseller Sales, Xerox Corporation
"Finally, someone has found the answer for how to succeed with customer focused marketing. Ernan has pioneered an impressive Voice of Customer process that enables marketers to engage customers on their own terms."
— Philip Kotler
Kellogg School of Management
"Ernan's book is a timely prescription for helping companies create customer trust and loyalty. This book is rich in practical steps to help organizations increase their long-term profits in a sustainable way."
—John Hunter
EVP Customer Fulfillment Services, QVC