by James D. Feldman, CSP | Jul 2, 2013 | Change Management, Customer Service, Innovative Problem Solving, LESSONS
Loyalty programs are under a microscope these days. Customer service is what makes one company successful and others distressed. We all see the changes in how we are treated. Calls are outsourced to Asia. Staff is reduced. Hours of operation cut. Customers return...
by James D. Feldman, CSP | Nov 22, 2011 | Change Management
There are a few industries that continue make me ‘scratch my head’ as much as the airlines does. They have been very creative in coming up with ways to extract additional money from passengers. They charge for pillows, more legroom, baggage, seat...
by James D. Feldman, CSP | Oct 21, 2010 | Change Management
photo credit: h.koppdelaney Check out an article I wrote for Focus’ website – a website dedicated to providing expert information in business and technology. Click here for the article Business Myths in a Recession.