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 meetings in Atlanta, I returned my Hertz rental car and headed for the terminal. I really love the convenience of the email receipt—no waiting around for an associate with 20 […]
Category Archives: Leadership
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 Titania Jordan. Titania has a popular online channel called CONNECT, and along with her associates from 3Ci, she was interviewing numerous payment professionals in town for this show. FinTechSouth is […]
Why Banking is Failing at Cross-Selling Fee Services
I recently read an article from The Financial Brand outlining the problems financial institutions have in cross-selling services with associated fees. The article compares data from Amazon Prime sales to the lack of success FIs have had in selling fee-based services. They found, even when Amazon raised the price for the Prime service, subscribership increased. […]
The Innovation Challenge – Are You Up For It?
Most companies are well-run and operate with a reasonable level of efficiency. The very best companies, though, are not satisfied with being “just ok” and work to constantly improve, innovate, and evolve to enable creativity that leads to innovation-driven growth. I have written extensively on the need for Innovation-Driven Growth (you can check out these […]
If Banking Was So Easy, Everyone Would Already Be Doing It: Part 2
If you have read my recent post on banking with online non-banks (if you haven’t, it can be found here), a good follow up to it would be a recent article from The Financial Brand, “Eight Challenger Banks Traditional Banks Should Worry About.” I would highly encourage you to read the article before continuing to […]
If You are Perceived to be Delivering Bad Service … You Are
Recently, I was in Houston running a bit late to the Hobby Airport. The Hertz return center is off-property, but they have a separate lane for those who can get an electronic copy of their receipt. Normally, you can simply pull up, grab your stuff, and walk away, but since I wasn’t at the airport […]
Efficiency Doesn’t Mean Someone Gets Fired …
Once again, my perusal of PYMNTS.com yielded a great story. The story highlights the changes retailers have experienced throughout the use of self-service. The early assumption for self-service was it would reduce headcount and be a money saver. However, that turned out to be untrue. Instead of merely letting those performing transactional services (i.e. check-out) […]
Think It’s Easy to be an FI? Think Again …
During my daily review and read routine, I always check out PYMNTS.com, as I find their articles relevant and well written. Here is a story from their December 21st feed. This article highlights the plight of an internet-only entity posing as a financial institution called Robinhood, and the issue of deposit insurance. As I have […]
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 […]
Making Business Meetings Unique and Fun
If you’ve followed my blog for a while, you know I periodically talk about having fun at work. I truly believe when we make our workplace fun, our team members enjoy their work and their environment more. This translates into more productivity and also transfers to our clients. Trust me, even if it is just […]