Enterprise
How to Innovate From Below …
I talk a lot about innovation and the need for enterprise-wide innovation. As I talk with business leaders, though, I find it interesting that many
April 27, 2018
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Blog & Podcast
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Blog Archive
Customer Service
Getting Your Tone Right …
Do you remember when Target rolled out its EMV (chip card enabled) machine? I know I do! I especially remember how they emanated an obnoxious
April 9, 2018
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Customer Service
Customer Service – NOT!
Many of us remember the news about the Atlanta airport fire that severely affected travel. As the largest airport in the U.S. by passenger count,
April 2, 2018
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Banking
Taking Full Responsibility
In any online system, there is always a chance there might be a break in the service. A service interruption can be related to a
March 29, 2018
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Banking
Online, seconds matter … Offline for a week?
On February 12th, TD Bank upgraded to a new system for online banking. Directly thereafter, the system became unusable for their customers, who were locked
March 26, 2018
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Decision Making
Now that’s using your head …
After driving a U-Haul 920 miles from Valdosta, Georgia, to Sugar Land, Texas, I arrived to a mostly-empty apartment. It was a Sunday, and the
March 9, 2018
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Banking
Innovation Fail – Bank Account Opening Fail
I recently moved to a suburb of Houston and decided I would open up a local bank account. I debated whether I needed one; the
March 5, 2018
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Life
What is so important that you would sit in a downpour for it?
Friday night, my wife Samantha and I went to see Pablo Cruise and Little River Band at the Ruth Eckerd Hall in Clearwater, Florida. If
March 1, 2018
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Business
SockGiving? Creating a Blueprint for Others to Follow
One of the most exciting things I get to do is assist startups. From time to time, I get to talk with energetic young people
February 27, 2018
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Customer Service
Want to be Remembered? Exceed Expectations
In the fall of 2017, I attended the 40th class reunion of Bishop Moore High School in Orlando, Florida. I did not attend Bishop Moore,
February 23, 2018
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Career
Making a List, Checking it Twice
As a speaking coach, I consistently remind my students that their performance from the platform is only a small part of what it takes to
February 19, 2018
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Anchor Management
How Many Bad Ideas Are You Generating?
“There are no bad ideas.” As a strategic planning facilitator, I say something similar to this at every brainstorming session. Every facilitator does—even though we
February 15, 2018
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