I frequently scan the news, particularly when it relates to financial services, and one fact is inescapable: current generations will not conform to the methods of traditional financial services as previous generations have. Some financial experts will disagree, but there is a big difference between individuals who used to need access to accounts and payment services, and our digital natives. Their experiences are driven by their overall access (and success) online via mobile devices, versus a more traditional banking approach to account services. Today’s financial institutions have a range of services that should appeal to younger customers, but I find they’re missing a crucial piece—they aren’t telling their story (FIs are not good storytellers...and stories resonate with people, not …
Innovation ThinkTime
Being Creative in Any Situation
I recently needed to have an online meeting while I was at the Oklahoma City airport. While I wouldn’t normally schedule this type of presentation with the knowledge that I would be in a public space, circumstances aligned that this could not be avoided. I got to the airport with plenty of time to spare and after going through security, immediately scouted out where I could have this meeting. There was a space at one end of the airport that looked promising. There were tables and chairs, and because there were no gates nearby, traffic in and around the area was light. As it was mid-afternoon, the likelihood the airport would get busier soon was small. After deciding no spot could be any more perfect, I setup my computer and at the appointed time, started the online …
Innovation Needed – Marriott Are You Listening?
It seems I have a never-ending supply of stories from mainline companies who just can’t get their customer service act together. Here’s my reasoning for sharing them: since I try to highlight the good and innovative things companies do, it’s only appropriate that when there is a customer service failure, I call that out, as well. I am a faithful and loyal customer to Marriott. Unless it’s just not feasible, if I’m staying at a hotel, it will be one of the Marriott properties. After a recent stay, I was unable to locate the email of my receipt. You used to stop at the front desk and get a paper copy when checking out, but email has become so prolific, and typically reliable, that I don’t even go to the front desk at all anymore. I can simply leave, and a PDF of my hotel charges is in my …
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Why Making Assumptions is Almost Always Wrong
I am all for ridesharing. I’ve found the cost of Ubering to the airport and back is less than parking at the airport for any trip at least three days long, and a lot less stressful. The majority of drivers are both pleasant to chat with (if you want) and get me where I need to be with precision. But I’m not sure yet about all the unwritten rules of etiquette regarding drivers for Uber, Lyft, etc., and their responsibilities. For example, since you are riding in someone’s personal car, when you get in, you generally listen to whatever they were listening to. Most of my drivers have kept what they have on the radio unless you direct them to change the volume, station, or whatever. OK, I can deal with that. But let’s back up a step. Say you order your Uber. The app gives you updates on …
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I’m Not as Innovative as I Thought …
Despite my quest to look for innovation in all aspects of everyday life, I often amaze myself at the number of instances I remain oblivious to it, even when it is staring me right in the face and working in my favor. For instance, there was the time I rented a beautiful new car from Hertz.It wasn’t long after I had the XM going that I found myself smoothly cruising the highway. My trip was supposed to be relatively short, but required driving not just on the highway, but through cities as well. The cruise control was set, but the car was behaving strangely, periodically slowing down for no apparent reason. The first couple of times, I attributed the sudden fluctuations between deceleration and acceleration to engine problems. I decided to reset the cruise control several times, …