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 […]
Tag Archives: customer service
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 […]
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 […]
Gift Wrapped “Thrills and Delights”
The minute December comes around the corner, schedules undoubtedly fill up with holiday parties. At U.S. Dataworks, it’s no exception. We planned our small holiday party for a Friday afternoon in mid-December. We would have snacks and adult beverages—but most importantly, a white elephant gift exchange. For those unfamiliar with the concept, in a white […]
Banks Are Not Telling Their Stories
I frequently scan the news, particularly when it relates to financial services, and one fact is inescapable: current generations will not conform to the methods of traditional financial services as previous generations have. Some financial experts will disagree, but there is a big difference between individuals who used to need access to accounts and payment […]
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 […]
Why Making Assumptions is Almost Always Wrong
I am all for ridesharing. I’ve found the cost of Ubering to the airport and back is less than parking at the airport for any trip at least three days long, and a lot less stressful. The majority of drivers are both pleasant to chat with (if you want) and get me where I need […]
I’m Not as Innovative as I Thought …
Despite my quest to look for innovation in all aspects of everyday life, I often amaze myself at the number of instances I remain oblivious to it, even when it is staring me right in the face and working in my favor. For instance, there was the time I rented a beautiful new car from […]