On a warm and breezy late spring evening, I was out with my co-workers at U.S. Dataworks for a minor league baseball game. Our Sugar Land Skeeters (yes, that is the actual team name) won 1-0 in a defensive battle with the Long Island Ducks. During the game, I couldn’t help but notice all the […]
Category Archives: Uncategorized
Doubling Down on a Customer Service Fail
I recently blogged about arriving in San Diego while my checked bag did not. Southwest had no clue where the bag was, but they promised to deliver it to the Marriott Marquis later that night. Before I left, I made sure they had the correct address, 333 Harbor Drive, because in that checked bag were […]
Eliminate Confusion for Your Customers!
I recently spoke at a large credit union conference in upstate Michigan. It was held at the Grand Traverse Resort and Spa—a large complex with many different buildings and a beautiful location on the shore of Lake Michigan. I had spoken that morning in Orlando, and then taken two flights to get to the venue. […]
If a Picture is Worth a 1,000 Words – How Many Pictures are in a Video??
Over the years, I have created videos to help me explain certain concepts I am trying to teach. This achieves two goals: the videos can be consumed on demand, and they allow me to provide a visual of what I am describing instead of having to rely on each person’s imagination. Due to the complexity […]
How to Ensure Your Customers Doubt You
I have, for years, been an AT&T Wireless customer. For the most part, AT&T has provided great service and, with few exceptions, has shown they are a company that understands how to engender loyalty from their customers. However, over the last two days, I have had to seriously question continuing to use them as a […]
Is Virtual Reality Tomorrow’s Reality?
On a rainy afternoon in Lakewood Colorado, I stepped into a nondescript building through two bar doors to experience the latest in virtual reality (VR) technology. I had learned about Head Games VR from Jeff Kauffman, group president of FirstBank, the second-largest bank in Colorado. I had been sharing my thoughts with Jeff on the […]
Evidence of MetaCognition in Practice
I met recently with Threesa Boyd of South Georgia Business + Culture Magazine. We were talking about her editorial calendar for the magazine and the possibility of me penning an article on leadership for an upcoming issue. I suggested that she consider an article on metacognition. “I remember you talking about that at the summit!” […]
Getting the Idea Across – Financial Services and Metacognition
In August, I spoke in Minneapolis at a conference held by the Independent Community Bankers of Minnesota. My topic was the “Top 3 Technologies That Bankers Must Understand.” At its core, the presentation challenged bankers to use metacognition (thinking about how we think) to imagine what financial services might appeal to tomorrow’s customers. I highlighted […]
Do We Need More Automation?
In my endeavor to get bankers to “think about how they think” (MetaCognition), I focus a lot of attention on the fate of the retail bank branch. Certainly something that deserves attention and innovation. So I was very interested to read an article about Bank of America deciding that it had 5 years to transform […]
What a Difference 30 years makes
The year was 1977. I spent 6 weeks that summer in Switzerland with my grandfather, Ferdinand Schindler and my cousin Craig. I met dozens of relatives I never knew I had and we ate and explored our way through a country that is only 1/3 the size of Florida. It was amazing to see and […]