Vadim Kotelnikov    

Customer-Focused Culture

Striving To Exceed Customer Expectations


Vadim Kotelnikov, founder of 1000ventures - personal logo   Business e-Coach  


Loving Customer Relationships Love Your Customers Customer Innovation is Love Creating Customer Value Customer-driven Innovation Sell Benefits Selling by Servins Customer Retention Selling is Problem Solving Love Customers



Satisfying Your Customers

Customer satisfaction is a critical component of your sustainable profitability and growth. To make make customer service an essential part of your corporate culture and produce empowered and motivated employees who are committed to ever higher standards of customer service and satisfaction you must demonstrate continuously that in your company's order of priorities, customer service comes before all else. You must develop a system for collecting customer satisfaction data and relaying this information to those responsible for value innovation, and develop a system that rewards people for building and maintaining customer relationships.  >>>

Innovation Is Love

Empathetic Marketing

A customer focus as opposed to "customer driven" or "market driven", both internal and external, implies that you don't just respond to what customers say they need and want, but you apply your own body of knowledge acquired from years of experience and study, in addition to your best knowledge of the customer, to deliver a product or service that will exceed customer expectations, satisfy their emotional need, achieve delighted customers and lead to customer success... More

Customer-focused Total Quality Management (TQM)

TQM activities shifted their emphasis from maintaining quality throughout the production process to building quality into the customer value created by the firm by designing and developing products that meet or exceed customer requirements and expectations. Customer-oriented TQM means also that one should always satisfy and never inconvenience the people in the next process because they are customers... More


Case Studies Dell

All of Dell's experimenting and questioning and learning is done in pursuit of one goal: finding the  next frontier of value that they can create for their customers... More

  Customer Success 360



How To Make Customer Service
and Essential Part of Your
Corporate Culture

  • Demonstrate continuously to your employees that in your company's order of priorities, customer service comes before all else  >>>

7 Routes To High Profits

Customer Care

  • Gain a real-world view of the issues in customer relationships: empower employees to identify customers' true needs; engage not only front-line customer service people in this continuous research and field contact with customers but all your staff, including CEO

Selling Is Problem Solving

Sell Benefits

Creating Sustainable Profits: 9 Questions To Answer

10 Lessons from Konosuke Matsushita

  • Relay information concerning customer expectations to those responsible for value creation



Jeff Bezos story lessons quotes

It's our job every day to make every important aspect of the customer experience a little bit better.

Jeff Bezos