Most business owners have dealt with a frustrated or upset customer. How do your team members or customer service reps react during this critical moment of truth for your business?  A moment of truth is “anytime a customer comes in contact with your organization and thereby forms an impression of it.” (Jan Carlzon) These impressions…

Have you ever thought about attempting to measure the return on your customer service investments?  Is your organization aware of the lifetime value of your customers? Questions such as these are good reference points when thinking about and critically looking at your own customer service initiatives.  The lifetime value of a customer is the total revenue…

When you mention the idea of training or professional development to your team, how do they react to this? Does your team recognize that this is a necessary part of any successful sales or customer service program or are they concerned about taking time away from their work and current customer commitments?

Every business has a list of ideal customers and prospects that they would like to speak directly to, call upon and ultimately secure a deal with.  Sales and customer service reps may also wish to build stronger relationships with current customers but not know how to best communicate with them. At X5, in many of our…

I recently finished reading a book called “Unique Ability” that is based on a concept by Dan Sullivan. (Dan is the creator/founder of the Strategic Coach Program). Unique Ability explores the idea of leveraging and maximizing the potential that is distinctive to each of us.  The principle behind this is that everyone possesses a combination of talents,…

The first Thursday of each month features a “best of” X5 Management blog. The intent is to showcase and revisit some of our most popular blogs from the past. We hope you enjoy them! Over the past year the team at X5 Management has facilitated many strategic planning sessions for organizations and companies looking to…

Many sales and customer service teams do a few things very well, but may lack specific ideas or skills in certain areas to reach their full potential.  Do some members of your team spend the majority of their time making sales calls and lack the energy or time to service current customers well?  Perhaps they are excellent…

Every business has certain sales and customer service initiatives that they are hoping to put into practice over the course of a period of time.  Most businesses have some form of planning process that they go through each year. Some have well defined objectives and action items and others have many great ideas that remain only…

Is your company going through major and necessary change? Or more importantly, are you in desperate need of challenging the status quo? Effective change management and helping employees understand the change process is critical to building and maintaining growth and positive momentum in any organization. Those organizations that are quickly able to adapt to necessary…

Collaboration, teamwork, idea sharing and prioritizing organizational initiatives all seem like they would be foundations to business growth and success. All organizations have specific challenges and opportunities that need discussion and attention in order to move forward in a positive direction.  However, very few mid-sized busy businesses and growing corporations take the time to plan, strategize…

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