change management Archives | Page 16 of 21 | James D. Feldman, CSP, CITE, CPIM Shift Happens!®

Write the Wrong Way

by James D. Feldman, CSP | Jul 29, 2013 | Change Management, LESSONS

When they give you ruled paper, write the wrong way. It’s a visual representation of moving outside the lines. If you don’t want the ‘lines’ to control your direction you must be willing to take risks. More importantly you must be willing...

4 Tips for Soaring Past Your Competition

by James D. Feldman, CSP | Jul 17, 2013 | Change Management, Innovative Problem Solving, LESSONS

In the beginning most companies were small and nimble. The new motto of innovative organizations should be ‘catch me if you can.’ Confronted with a constantly shifting array of Customers, competitors, strategic alliances, as well as increased market...

5 Tips to Deliver Excellent E-Commerce Customer Service

by James D. Feldman, CSP | Jul 11, 2013 | Customer Service, Innovative Problem Solving, LESSONS

Customers are bringing a whole new set of expectations to shopping on the web that never existed with traditional retail stores. Typical internet Customers go to your site, input their information, hit the send button and boom! They expect UPS at their door. Because...

I Love Lucy’s Creativity

by James D. Feldman, CSP | Jul 3, 2013 | Change Management, Innovative Problem Solving, LESSONS

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CITI Mortgage Tops My List of Worst Customer Service

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...