Car Rental
Uber customer service exceeds expectations
In most situations, I use Uber instead of a cab. It’s just more convenient, and the mobile app makes communication for where and when I
August 3, 2019
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Blog & Podcast
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Blog Archive
Banking
Don’t Inadvertently Limit Innovation
I asked 16 payments executives to draw a vase. Let me explain… I have been facilitating strategic planning for 20 years for one organization, PaymentsFirst.
July 29, 2019
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Banking
Being Strategic by Improving the Customer Experience
The issue of how you can improve the customer experience cannot be adequately covered in a few hundred words. Let me give two examples, one
July 27, 2019
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Banking
Being Strategic by Reducing Operating Costs
What are the activities that a typical business customer of yours engages in that mostly manually and cost-intensive? Don’t know? It’s likely that, as bankers,
July 20, 2019
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Banking
Being Strategic by Increasing Revenue / Customers
Let’s say you were interested in assisting your business customers in getting more clients, more sales, how would you go about achieving that? Consider that
July 13, 2019
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Business
“What are you doing” – A Continued View on Perspective
It may be a coincidence, but I seem to be on a bit of a perspective kick. While in church on Mother’s Day Sunday, our
June 20, 2019
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Customer Service
Bringing Innovation into the Bathroom
I’ve written about lights in parking garages that indicate an available parking space before. This visual indicator is so handy, and I’m happy the parking
June 15, 2019
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Business
Don’t Ruin a Great Experience!
Don’t you hate when you’re having an amazing digital experience with a vendor, and they ruin it? Here’s the story. After a successful series of
June 11, 2019
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Banking
Plan Ahead to Avoid Bone-Head Moments
As part of attending the FinTechSouth conference at the Mercedes Stadium in Atlanta, GA, I was asked to participate in a short video interview with
May 20, 2019
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Crisis Management
Change in Perspective Reveals New Insight
Something fun I get to do with my wife Samantha is go to the west coast of Florida and just chill out. We like the
May 13, 2019
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Entrepreneurship
Taking Innovation Too Far
I am a big Douglas Adams fan. For those of you who don’t immediately recognize that name, perhaps you have heard of The Hitchhiker’s Guide
May 10, 2019
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Customer Service
Chat is Amazing – But Regardless of the Advice, It Has to be Accurate!
How great is chat—the ability to receive quality support without having to be stuck on the phone? Beautiful! Recently, I was looking for the email
May 4, 2019
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