Business System






VadiK teachings Vadim Kotelnikov

Customer's Perspective of Quality

Exceed expectations to win loyalty

Vadim Kotelnikov, founder of 1000ventures - personal logo VadiK

Inventor Business e-Coach

Author Innoball

Founder Innompic Games icon



Customer is defined as anyone who receives that which is produced by the individual or organization that has value.

Quality is all about customers' perceptions.

Marketing is a battle of perceptions, quality too. Like beauty and truth, quality is in the eye of the beholder, your customer.

  Customer's perception of quality



Empathize with your customers. Imagine the ideal customer experience and strive to provide it.





If you truly want to understand your customers, what they feel and experience, become them.

"Perception is all there is..." says Tom Peters. "There is only one perceived reality, the way each of us chooses to perceive a communication, the value of a service, the value of a particular product feature, the quality of a product."



Konosuke Matsushita advice quotes

Company's vision must be driven by the aspirations of its customers.

Konosuke Matsushita



Michael Dell advice

It's our goal to know our customers' needs as well as or better than they do.

Michael Dell


Jack Ma quotes

I'm looking at the technology with the eyes of my customers, normal people's eyes.

Jack Ma



Soichiro Honda quotes

For the customer who receives a defective product, the product is 100% defective. For him, the product is 100% a failure.

Soichiro Honda


Sam Walton's rules for buiding a great business

Exceed your customer's expectations. If you do, they'll come back over and over. Give them what they want – and a little more. Let them know you appreciate them.

Sam Walton


Jeff Bezos story lessons quotes

We see our customers as invited guests to a party, and we are the hosts. It's our job every day to make every important aspect of the customer experience a little bit better.

Jeff Bezos





Vadim Kotelnikov

To some, customer is the king, to others, customer is the god. To me, customer is a beloved friend I strive to make happier.

Vadim Kotelnikov, founder of 1000ventures - personal logo VadiK

Inventor Business e-Coach

Author Innoball

Founder Innompic Games icon



3 Instrumental Components of Customer Value

① Functional features of the product;

② Product quality;

③ Timely delivery


Customer Value Creation

3 Stages

Add More Value




Customer-focused TQM

Customer-oriented total quality management (TQM) means that one should always satisfy and never inconvenience the people in the next process because they are customers... More


TQM Practices in Japan and the West

14 TQM Slogans at Pentel








CRM Benefits: Customer's Perspective

Increased responsiveness + Reduced cost + Improved quality

+ Transparency of corporate bureaucracy and policies






Customer Expectations

Customer expectations are continuously increasing. Brand loyalty is a thing of the past. Customers seek out products and producers that are best able to satisfy their requirements. A product does not need to be rated highest by customers on all dimensions, only on those they think are important.


Edward Deming advice quotes

The job can't be finished only improved to please the customer.

Edward Deming





Customer Feedback

Feedback can provide your business with tremendous insights about what your customers need, want, care about and value most.

Innompic-style Feedback Form

Collecting customer feedback helps you create more and lasting value for them. It can help you understand what’s working and what’s not working so that you can build on what’s working and discontinue or fix what’s not... More