by James D. Feldman, CSP | Jun 19, 2012 | Customer Service
I have talked about the concept of D-A-T-I-N-G Your Customer for years. The idea was used to explain customer service, but the same concepts could apply to innovative problem solving, product creation, and service execution. First you DAZZLE them, then,...
by James D. Feldman, CSP | Jun 18, 2012 | Change Management
photo credit: Jesus Belzunce Recently Tim Cook, the new President of Apple introduced the new OS for the Iphone. He is different than Steve Jobs. He is more corporate. He lacks Jobs’ showmanship. I am reminded, again, how we have all been profoundly...
by James D. Feldman, CSP | Feb 9, 2012 | Change Management
photo credit: John McNab Mimi Alford is coming forward to tell the world about her alleged affair with John F. Kennedy. Why now? With all of the stories that we are bombarded with by the media, why does Mimi feel the need to tell us her account of an 18-month affair...
by James D. Feldman, CSP | Jan 19, 2012 | Customer Service
It continues to amaze me that we live in a world where on the same day, a firefighter; Tom Panzica risked his life to save a dog that fell into the ice covered pond, then Captain Francesco Schettino, the Costa Concordia captain at the center of one of Italy’s...
by James D. Feldman, CSP | Jan 9, 2012 | Change Management
photo credit: Eustaquio Santimano Most of us made some form of New Year’s Resolution. To save more, spend less, lose weight, spend more time with family and friends, lose all the excuses that prevent you from exercising, get out of debt, and so on. Resolutions are...