by James D. Feldman, CSP | Apr 15, 2013 | Change Management, Customer Service, Innovative Problem Solving
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...
by James D. Feldman, CSP | Apr 14, 2013 | Change Management, Innovative Problem Solving, LESSONS
In the last few weeks we lost some well know people that created ‘buckets lists.’ Their lists were much larger and broader than just for themselves. Each of them touched me personally in some way. Each of them left a legacy that reminds us each of us can...
by James D. Feldman, CSP | Feb 19, 2013 | Customer Service, Innovative Problem Solving
The ‘plane truth’ is that the merger of American and US Airways will be the biggest airline in the world. Problem is not its size but its ability to gather information, find uses for existing resources, and retain passenger loyalty. American and US Airways must look...
by James D. Feldman, CSP | Feb 14, 2013 | Customer Service, Innovative Problem Solving
Over 4,000 passengers are still stuck on the Carnival Triumph which should be docking shortly. It’s already being called the “poop deck” on social media due to less than sanitary conditions aboard. Carnival Cruise Lines had already stated passengers...
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...