Change is inevitable. The status quo cannot be maintained. However, very few individuals and businesses can identify the root cause of the problem.
“Many people pride themselves on being able to think outside the box,”Jim Feldman is a well-known keynote speaker, entrepreneur and consultant, as well as the author of many books. “To effectively answer the question, you must first start inside the box, where the true problem exists.”
Feldman, innovation expert, believes that making simple things complicated is easy. But making complex things simple requires thinking. “inside the box.”
Referring To “inside the box,”Feldman describes this process as follows: “3D thinking.”He suggests that it’s important to break down the problem in smaller pieces. What is the problem? “depth”What is the extent of your knowledge? What is the “distance”To market? Do you have the “determination”To succeed?
Feldman identifies a worrying trend in customer service innovation. This shift has seen a shift to outsourcing services, automate billing, and decrease personal attention. Errors have increased as a result.
His blog, Feldman points out, recent experiences with AT&T and CitiMortgage.
“AT&T sent out their monthly statement, which contained several billing errors,”Feldman takes these notes. “I called their customer service line to be placed on hold. ‘Your call is important. We are servicing other customers, please stay on the line.’ Important? No technology. No automated callback. No options that so many other companies utilize when the lines are busy. The largest communication company in the world could not communicate.”
CitiMortgage has representatives in India, the Philippines, and India that are not able to make calls, return calls, or make decisions. They also lack commitment to customer-solutions. Feldman believes that large banks have lost interest with their customers.
“From an outside viewpoint, I am able to identify the problem from an unbiased perspective. Maybe they should engage my services,” he quips. Feldman is an expert at managing these shifts. Feldman has worked with companies such as Apple, Microsoft and Wynn Las Vegas. He also assisted Toyota, Toyota, Wynn Las Vegas and Wynn Las Vegas.
“To make ‘shift happen’ you have to manage the change process itself,”He said. “The secret is not to brace yourself for change, but relax and create a better customer experience.”For either employees or customers, performance improvements should not be a source of frustration and failure.
Feldman can help you and your company manage change by setting up a consultation by calling 312-527-9111. His website is also available at www.shifthappens.comOr www.sosthinktank.com.
