One of the truly sad consequences of the Covid-19 shutdown is the cancellation of the University of Colorado’s Graduate School of Banking 2020 session. This is one of my favorite events every year, and I revel in the opportunity to meet with and instruct future banking leaders in the areas of technology, payments and innovation. […]
Category Archives: Customer Service
Someone is Paying Attention
As a result of the shelter-in-place rules, many people have set up areas where they can participate in online meetings that go beyond just activating their laptop’s camera. In fact, it has become quite common for inane conversation about the weather to be replaced by questions about the books, knick-knacks or awards that happen to […]
You Must Get Automated Communication Right!
A couple of months ago, I took my 2013 Ford Expedition into Joe Cooper Ford in Oklahoma City. My check engine light was on and my windshield washer reservoir was cracked, so I figured I would get those items fixed. I had purchased my Expedition from a different Ford dealership, and I had never been […]
A Gift that is Not Giving …
There will always be people who are more thoughtful than you are—or they’re at least better at showing it. They remember things like birthdays and anniversaries, and they are always finding ways to show how thoughtful and caring they are. Kevin Sasser is that type of friend for me. He and I worked together for […]
Sometimes, You Just Have to Step Up…
I was recently traveling from Houston, TX, back to Oklahoma City, and as usual, I was flying Southwest. If you have ever flown SW, you know the drill: Line up according to your boarding number, A1-A60 first. My boarding position this trip was A31, so I was at the very front of the second line. […]
Another Good Deed… Definitely Punished
My wife Samantha was coming out to Oklahoma City for some R&R, and I wanted to book an aerial yoga session for her. She is a certified aerial yoga instructor, and so I was online looking for a class that would be suitable for her skill level. There were about a dozen options from the […]
A Restaurant Booth Whose Time Has Passed
I was driving through rural Nebraska recently with my wife Samantha on our way back to Oklahoma City. We were looking for a place to have dinner and saw a sign for an Indian restaurant at the next exit. Indian food perfectly met our dietary and hunger needs, so we exited and looked for the […]
Does Customer Experience Really Matter
I was in the Penn Square Mall in Oklahoma City on a beautiful summer Sunday. The mall was reasonably busy, probably just right for a Sunday afternoon during a non-holiday shopping season. I was headed to the Apple Store, but on the way there, I passed by the Microsoft Store. Microsoft has attempted to duplicate […]
Remediating a Problem or Crisis, it’s Really Simple
Every July, I get the honor to teach at the Graduate School of Banking held at the University of Colorado in Boulder. If you are in financial services and want to position yourself as a future CSuite executive, this is the school you should attend. Check it out here. During my technology class in a […]
What’s In a Name?
While vacationing on the island of Antigua, I could not help but notice a particular restaurant we passed by every day. Here is the restaurant: So my question is, would you eat at Good Luck Restaurant? Now, if you took “good luck” to mean that if you eat there, you will receive good luck, then […]