change Archives | Page 13 of 16 | James D. Feldman, CSP, CITE, CPIM Shift Happens!®

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...

All In The Family Predicted Shift Happens!

by James D. Feldman, CSP | Jul 10, 2013 | Innovative Problem Solving, LESSONS

Forty years ago I was watching a show called All In The Family. The head of the household, Arnie Bunker was a radical thinker. His comments were always the subject of ‘water cooler’ chitchat the day after the show aired. It was ahead of its time in issues...

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...

Myth #5: “Satisfied Clients are the best advertising I can have.”

by James D. Feldman, CSP | Jun 24, 2013 | Change Management, Customer Service, Innovative Problem Solving, LESSONS

This is simply not true. Clients pay you for your services or products. They do not call others to tell them what you did for them. If they are happy they continue to do business with you…if not they move on. Listen to them. Learn to see the invisible opportunities...