It’s the Little Things That Matter

A few weeks ago, I posted a note on LinkedIn about Goldman Sans, a new font from Goldman Sachs. A financial services organization thinking through digital readability. Interesting. The other day, I was strolling through a newly reopened, neighborhood Starbucks. Looking down toward the floor and around the area, I noted green and white striped directional tape, […]

💖 Make kindness part of your customer experience

My father made kindness his life. For much of my adult life, he volunteered in food kitchens, manned the master gardener booth, painted signs, led scout groups, cleared park blocks, and gave out free rides to those in need. His heartfelt acts of kindness were commonplace. (Though, it’s unlikely he would have named them as […]

Happy National Fiduciary Day! Or not?

For those living under a rock, there was a big ruling last week regarding the Department of Labor’s Fiduciary Rule. You can read all about it here. Since I’m in no way qualified to discuss the technical merits of the Fifth Circuit’s decision, you’re safe. This isn’t another article about the regulations themselves – or the […]

The Trouble with Turtles

We all know the financial services industry moves a bit slowly. We say that with regularity. Somehow we seem to think that being risk-averse and moving slowly is fine. (Then there’s compliance, which intensifies our turtle-like approach.) But this slow pace isn’t gonna work as the most connected, personalized, multidimensional generation steps into leadership roles. […]