Author Posts

Nails in the Drive-Thru

It takes me an hour to drive to work every day and at least one drive-thru breakfast, lunch or dinner a day is the norm. There are probably a lot of us out there that could write the operations manuals for the likes of Starbucks, McDonalds and Taco Bell. Over time, we memorize the exact sequence [...]

MacGyver It

We recently had a situation arise where we on-boarded new banks to our software and they were frustrated right out of the gate that we were not servicing them in the way they expected.  We clearly failed in meeting their expectations and the time for damage control was at hand.  Of course, this prompted a [...]

The Edge of Innovation

Innovation has a razor sharp edge.  Customers are more accepting of small improvements, but those only create marginal increases in value. They can go largely unnoticed in the market. Radical innovation makes a big splash, but not every customer wants to get soaked.  It can seem like roulette to pinpoint how far to innovate. Understanding [...]