Is good self-service superior to great personal service? In many cases, maybe even most cases it is. I think we get into trouble when we assume we know what a great service is and strive to achieve a service standard that may not be what means good service to the customer. I was in Minneapolis […]
Monthly Archives: June 2017
Do We Need More Automation?
In my endeavor to get bankers to “think about how they think” (MetaCognition), I focus a lot of attention on the fate of the retail bank branch. Certainly something that deserves attention and innovation. So I was very interested to read an article about Bank of America deciding that it had 5 years to transform […]
What a Difference 30 years makes
The year was 1977. I spent 6 weeks that summer in Switzerland with my grandfather, Ferdinand Schindler and my cousin Craig. I met dozens of relatives I never knew I had and we ate and explored our way through a country that is only 1/3 the size of Florida. It was amazing to see and […]
The Win-Win – A Grounded Millennial Seizes an Opportunity
I recently spoke at the South Georgia Community Bank Symposium, held at a conference room on the campus of Valdosta State University (VSU). The program was put on by the Georgia Bankers Association and attracted bankers from across the state and North Florida. Prior to my keynote on Innovation in Banking, I was chatting with […]
Does OK Mean I Agree or I Understand?
Words matter. They convey a specific meaning, both to the speaker and to the listener, but the meaning sent is not always the meaning received. Picture a husband or wife coming in the door to his or her home after a hard day of work. Their spouse is in the kitchen, busily preparing dinner. “Hi […]