Howard Schneider

Sweat the Small Stuff! Those Little Things You Do Can Win Fans or Tick...

There's an old expression about human relationships: It's the little things that count. That goes for customer relationships, as well. ‘You're not as good a...

Lies, Damned Lies and Customer Data: Past Behavior Is No Guarantee of Future Results

"Past performance is no guarantee of future results." Every investor knows those words. They are the standard caveat in every financial offering, a word to...

Don’t Just Hawk Loyalty, Sell a Full-Rounded Product

Although I've spent 20 years designing and managing loyalty programs, I'll be the first to admit such programs are just one aspect of customer...

Ever a “Duh” Moment

I've been working with email ever since it emerged as a marketing tool. It's one of the most powerful, cost effective media ever invented....

More “Worst Practices” in the Airline World

Contrary to appearances, I'm really not blogging about airlines; I'm blogging about customer-centricity. But travel is such a big part of our lives, it...

A Good Example of Customer Un-thinking

A major airline whose initials are AA sent me their e-newsletter today. Among other things, the newsletter, personalized with my name, told me that...

Focus on Values To Build a Customer-Centric Business

Not long ago I participated in a webinar in which one of the keynote presenters was someone very well known as a thought leader...

A Time for Everything: With Dynamic Mapping, You Can Talk to the Right Customers...

What's your most favored source of consumer insight? Research? Behavior tracking? Predictive modeling? Self-reported profiling? All of the above? How about Scripture? Ecclesiastes asserts that...

All About Me? Not: How Some Online Reward Programs Belie Technology’s Promise

Head: All About Me? Not: How Some Online Reward Programs Belie Technology's Promise Author: Howard Schneider, Metzner Schneider Associates Apparently the "me generation" is over. ...

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