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 […]
Tag Archives: business
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 […]
Being Strategic by Reducing Operating Costs
What are the activities that a typical business customer of yours engages in that mostly manually and cost-intensive? Don’t know? It’s likely that, as bankers, we don’t spend much time thinking about the internal cost of our business customers. But there are areas in which an FI has a direct opportunity to reduce costs for […]
Being Strategic by Increasing Revenue / Customers
Let’s say you were interested in assisting your business customers in getting more clients, more sales, how would you go about achieving that? Consider that you have a significant online community, individuals and businesses that are connecting to your online banking platforms. While they are online, there are opportunities to make an appeal to them […]
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 […]
Taking Innovation Too Far
I am a big Douglas Adams fan. For those of you who don’t immediately recognize that name, perhaps you have heard of The Hitchhiker’s Guide to the Galaxy. If you haven’t, you need to check it out. HGG originated in 1978, the same year I graduated from high school, and combined an incredibly inventive premise […]
Chat is Amazing – But Regardless of the Advice, It Has to be Accurate!
How great is chat—the ability to receive quality support without having to be stuck on the phone? Beautiful! Recently, I was looking for the email address of a local Office Depot in Oklahoma City, so I accessed the specific store’s website, assured I would easily find the email address for the delivery of a print […]
The Need for Self-Service Training
I was chatting with a group of U.S. Dataworks, Inc. employees about self-service and my belief that good self-service trumps great personalized service. We agreed this is generally true, though one of my incredibly cerebral programming staff, Eric, noted how many patrons of the grocery stores where he shops should need to qualify before using […]
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. […]