Shift Happens! When you:

Believe in yourself

Overcome objections
Increase performance and satisfaction

Make informed decisions and just do it
Remove Fear As A Barrier to Innovation

Step out of your comfort zone on the Journey To Bright Ideas

Shift Happens!® When you lose innovation focus.

by Feldman, CSP, CITE, CPIM, CPT, PCS | Change Management, Innovative Problem Solving, Learning Experience, Shift Happens

PROBLEM How does a firm or an individual begin to use creative thinking to innovate? Laser Focus! First, understand that innovation isn't always about inventing products using new technology. Thousands of successful products or services are used in a radically...

Shift Happens!® when happiness is an inside job.

by Feldman, CSP, CITE, CPIM, CPT, PCS | Shift Happens

The Secret to Your Happiness – It’s Within You The Secret to a Happy Life ~ Native American parable One day the Creator gathered all the animals and said: ‘I want to hide the secret to a happy life from humans until they are ready for it.’ ‘Give it to me. I’ll fly it...

Shift Happens!® when you say YES. A short course in Customer Service to any reasonable request.

by Feldman, CSP, CITE, CPIM, CPT, PCS | Customer Service, Innovative Problem Solving, Learning Experience, LESSONS, Shift Happens

When your Customers get upset, you have to get back in their good graces or risk losing their business. Here are five rules to turn a Customer Service problem into a loyal buyer. Rule #1: Face the problem now. Rule #2: Lend a sympathetic ear. Rule #3: Admit your...

Shift Happens!® So you better Change

by Feldman, CSP, CITE, CPIM, CPT, PCS | Shift Happens

Better Change I have been asked how I get so much done in the way of authoring books, articles, presentations, etc. Here's my secret: Voice Technology. Voice technology has now matured to the point that it has become easier to use, more reliable and more widely...

Shift Happens!® When you overcome objections.

by Feldman, CSP, CITE, CPIM, CPT, PCS | Shift Happens

Shift Happens!® when you align your Customer Experiences to outcomes.

by Feldman, CSP, CITE, CPIM, CPT, PCS | Customer Service, Learning Experience, LESSONS, Shift Happens

Customer service in the US is polarized. Customers love your company, product, or service or not. Often it's because you love your Customers so they love you back. This infographic helps you to see what happens when Customers are not the primary focus of your...

Shift Happens!® Infographic Steps to follow for the Perfect Pitch

by Feldman, CSP, CITE, CPIM, CPT, PCS | Change Management, Customer Service, Innovative Problem Solving, Learning Experience, LESSONS, Shift Happens

Shift Happens!®: Infographic to ensure your PowerPoint doesn’t suck.

by Feldman, CSP, CITE, CPIM, CPT, PCS | Change Management, Customer Service, Learning Experience, LESSONS, Shift Happens, Workshop

Shift Happens!® Infographic showing that the past is prologue.

by Feldman, CSP, CITE, CPIM, CPT, PCS | Change Management, Learning Experience, Shift Happens

Shift Happened in 2017. How will you prepare for more ‘shift.’ Year after year.

by Feldman, CSP, CITE, CPIM, CPT, PCS | Shift Happens

Shift Happens!® When you influence others.

by Feldman, CSP, CITE, CPIM, CPT, PCS | Shift Happens

It happens to all of us eventually. You will have to make a public presentation. You can analyze and identify what characteristics make certain speakers speaking process more effective communicators than others. You need to go beyond the "watching" stage to apply...

Shift Happens!® When doctors and nurses have more patience.

by Feldman, CSP, CITE, CPIM, CPT, PCS | Change Management, Innovative Problem Solving, Learning Experience, LESSONS, Shift Happens, Workshop

U.S. businesses lose $83 billion and over $300 billion worldwide, there is no doubt that businesses need to take their customer service practices more seriously. What do you think it cost United when they removed a single passenger? How much did it cost Samsung for a...

Shift Happens!® When You Don’t Listen To Your Customer

by Feldman, CSP, CITE, CPIM, CPT, PCS | Change Management, Customer Service, Innovative Problem Solving, Learning Experience, LESSONS, Shift Happens

What can we learn from the recent incidents at United and American Airline? In both cases they forgot who is their Customer. Who is paying their salaries? And who is the Customer of their services? We are falling deeper and deeper into a depression and deterioration...

Shift Happens!® When they carry you off when you carry on

by Feldman, CSP, CITE, CPIM, CPT, PCS | Change Management, Customer Service, Innovative Problem Solving, Learning Experience, LESSONS, Shift Happens

Imagine being the ticket agent that needed four (4) seats for an United flight to Louisville? Did they consider the impact of forcing passengers to give up seats in order that staff could fly instead? Here's a 'crash course' in Customer Service that you can...

Shift Happens!® When your Powerpoints don’t suck.

by Feldman, CSP, CITE, CPIM, CPT, PCS | Change Management, Innovative Problem Solving, Learning Experience, Shift Happens, Workshop

Are you delivering a presentation that informs or persuades? Do you sell your ideas, products, or services? Do you want to increase your visibility? Become a recognized leader in your industry? Sell your product or service? Motivate or inspire your audience? Deliver a...

Shift Happens!® When You Innovate

by Feldman, CSP, CITE, CPIM, CPT, PCS | Change Management, Innovative Problem Solving, Shift Happens

Innovation is the quickest, most effective, and most lucrative path to success. Waiting for some other firm to introduce a product first and then playing catch-up may be fine if you are IBM or Coca-Cola and can afford to wait. But such companies are notable exceptions...

Shift Happens!® when you deliver WOW Customer Service

by Feldman, CSP, CITE, CPIM, CPT, PCS | Change Management, Customer Service, Innovative Problem Solving, Learning Experience, LESSONS, Shift Happens

Anything Worth Doing in 2017 is Worth Doing With WOW Customer Service. WOW is such a short, simple word, but it really encompasses a lot of things especially in delivering innovative Customer Service. To provide WOW Customer Service you must differentiate yourself....

How to Be a Better Presenter

by Feldman, CSP, CITE, CPIM, CPT, PCS | Shift Happens

Improve your Skills and Better your Future Speaking in front of an audience is a hugely anxiety-provoking task for anyone, especially those who are not practiced at the art of public speaking. It is also an incredibly important skill to have, particularly for...

Shift Happens!® When you Innovate instead of replicate.

by Feldman, CSP, CITE, CPIM, CPT, PCS | Change Management, Innovative Problem Solving, LESSONS, Workshop

Adaptive innovation is methodical and circular. Innovation and strategic advantage hinge on the ability to anticipate trends and identify the next big thing. By casting a wide net and clustering ideas, you can filter through chaos to identify patterns of...

Shift Happens!® When you become a ‘Value Interpreter’ for your Customer.

by Feldman, CSP, CITE, CPIM, CPT, PCS | Change Management, Customer Service, Innovative Problem Solving, Learning Experience, LESSONS, Shift Happens

Let’s face it most businesses are faced with a constantly shifting array of competitors, religious dictums, increased market volatility, environmental issues, and price sensitivity. Your opportunity lies in developing the ability to move and change as rapidly as your...