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 […]
Author Archives: David Peterson
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 […]
Jamaican Blue Coffee
While I was in Jamaica for the Destination Experience event, I took the opportunity to learn more about Jamaican coffee production. As an owner of an artisan coffee roasting business (www.thebeanery.com), I try to learn as much as possible about coffee production. Since I was in Jamaica, I wanted to connect with someone who makes […]
Eliminating Out-of-the-Box Thinking
You have most probably heard of the phrase, “thinking out of the box.” This comes from a classic exercise where a diagram is presented in this manner: If you have never done this exercise, see if you can following the rules and complete the challenge before reading on. How did you do? In order to […]
Insights into Influencers
I had a chance to meet the fascinating Jon Levy at the Destination Experience. He said, “I’m a behavior scientist. When I’m not consulting, doing research out of C Lab or speaking, I spend my life convincing strangers to cook me dinner and I travel around the world studying the science of adventure.” Sounds like […]
Millennials and Y=X Thinking
One of the presentations at #TheDestinationExperience was fromMichael Lee-Chin, Chairman of Jamaica’s Economic Growth Council, who had us from the start with his use of a white board and a math equation to illustrate a concern about young professionals: Y = X Chin’s theory is that most millennials think that their careers will progress along […]
Yanik Silver at Destination Experience
One of the many compelling speakers at the 2017 Destination Experience was Yanik Silver. Yanik’s focus is assisting entrepreneurs in making a difference in the world. His latest book is called “Evolved Enterprise” and focuses on how companies without a “core impact” will be at a distinct disadvantage in the coming years. His message is […]