My wife Samantha and I love the sea. We try to boat, sail, or generally get into the salt water as much as we can. We recently had an opportunity to spend a week on the island of Antigua (we were scouting for a 2020 sailing trip) and we did a lot of snorkeling. We […]
Category Archives: Metacognition
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 dealing with the digital / online experience and one dealing with the physical branch. If you are like most FIs, you have multiple online banking systems. Typically, you would have […]
“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 associate pastor told a story about Christopher Wren, the architect of St. Paul’s Cathedral in London. One day, as Christopher was making his rounds examining the work he had laid […]
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 garage at the OKC airport has installed these lights. So you can imagine my delight when I walked into the restroom at the Atlanta airport and saw the following: Lights […]
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 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 […]
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 […]
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 area of Bald Point and Alligator Point near the town of Panacea. We keep a small fishing boat at the marina in Panacea so we can have a down-and-back trip […]
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 Banking Was So Easy, Everyone Would Already Be Doing It!
While perusing my daily news stories related to financial services, I came across this article from The Financial Brand. It discussed a study concluding 58% of potential account switchers, including those already looking to move from their existing financial services provider, would consider an “alternative” provider like Apple, Facebook, Google, or Amazon. Not surprisingly, Millennials […]