Howard Schneider
Howard Schneider
Howard Schneider is cofounder of Metzner Schneider Associates, a customer engagement practice serving the needs of clients including 21st Century Insurance, Hewlett-Packard, Virgin America, Marriott International, Scholastic Publishing, Teleflora, AutoNation, Panda Express First Choice Power and Hilton Hotels. Read Schneider's blogs and features.
Sweat the Small Stuff! Those Little Things You Do Can Win Fans or Tick People Off
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 at the Right Time
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.…