About

Hi…I’m Rick Otero, a “get growing again” executive advisor.  My independent consulting/contracting business Kimera specializes in customer experience and engagement, marketing and sales effectiveness, and operational effectiveness.

While working as the head of marketing, customer experience and services at Capital One Bank,  I realized that most banks had under invested in leadership and organization development in advancing skills and techniques for where banking, and businesses, were heading.   I started Golden Mean as my small way of sharing ideas, concepts, critical dialogue, and provocations to hopefully elevate thinking and tools for dealing with the future.

Golden Mean is based on two organizing concepts -  pay it forward and open source knowledge.  Specifically, I want to help small to medium enterprises, non-profits, and banks grow.    There are also three “passion concepts” I operate from in the thoughts I share here:

• “Help Leaders Lead” – everyone in your business has leadership skills.  Let’s maximize the potential of everyone.
• “In pursuit of the great customer experience” – based on the Service Profit Chain notion that profits come from driving great customer engagement and that is a function of engaged employees, great processes and systems, and a focus on long-term relationships.
• Values and Principles Matter – my early upbringing at a great values driven company, DuPont, taught me that if you operate in an ethical, sustainable, and society oriented fashion we all win.

Our Mission

The tabs above will take you the knowledge base areas:

• architecting – crafting new strategies and business models,
• banking – tips on how to create more effectiveness and efficiency in financial services,
• designing – new operational capabilities using appropriately applied methods such as Six Sigma and Lean,
• experiencing – creating the right target experiences for customers.
• growing – when nothing seems within reach,
• leading – tools and techniques to help leaders lead and organizations grow, and
• merging – to win customers, market share and shareholders.

In case you are wondering about “ing” at the end, it’s a tribute to Charlie Krone – who felt nothing, even language, should be considered static.   You can email me at  rick@goldenmean.com.

Let’s get growing again!

Cheers!

Rick