Biographical Information

Scott Hornstein

consultant, Hornstein Associates

Articles for Scott Hornstein

The Overstuffed Inbox

A decline in email responsiveness creates enormous opportunity.

You Think You’re Great, But …

What do customers think of customer service?

Rejecting the Turnstile Relationship

Instead, invest more in your best customers.

Political Texting

What can we learn from how candidates are using SMS messaging?