Vadim Kotelnikov advice quotes

Love breeds love. Love your customers, and they will love you back.

Vadim Kotelnikov

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




Customer Satisfaction Service-Profit Chain Vaue Chain Creating Customer Value Employee Satisfaction Sustainable Profits Customer Retention Loving Customer Reationships People Power Customer Experience Benefits of Customer Retention 7 Routes to High Profits Vadim Kotelnikov Service-Profit Chain  

The service-profit chain is a powerful phenomenon that stresses the importance of people both employees and customers and how linking them can leverage corporate performance.

The service-profit chain is an equation that establishes the relationship between corporate policies, employee satisfaction, value creation, customer loyalty, and profitability.



Vadim Kotelnikov advice quotes

Love for customers is the springhead of the cascade of innovations and the river of revenues >>>

Vadim Kotelnikov

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




Konosuke Matsushita advice quotes

After-sales service is extremely important; it is through such service that you get permanent 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

Dell Inc.

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








"It's People, Service, Profit,  not Profit, Service, People." ~ Fred Smith, Founder, Federal Express

"Happy employees equal happy customers." ~ Gilbert International

"The way management treats their associates is exactly how the associates will then treat the customers." ~ Sam Walton




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... More

Creating Customer Value: 9 Questions



Achieving Deep Customer Focus

10 Critical Breakthroughs

By. Prof. Sandra Vandermerwe, Tanaka Business School, University of London

  • Build a compelling case. Use the customer-activity cycle to develop detailed stories that exert rational and emotional appeal... More

The GE Leadership Effectiveness Survey (LES)

Why Service-Profit Chain?

It is estimated that two-thirds of customers who defect do so because of poor service. In order for customer service to drive profits, every link in your service-profit chain employee capability, job satisfaction, productivity, employee loyalty and customer satisfaction must be strong.

Straight Line between Superior Service and Sustainable Profit Growth

Delivering top quality service must be brought to the top of your company's needs hierarchy as one can draw a straight line between superior service and your sustainable profit growth. To achieve success, you must make superior service second nature of your organization.

Need for Seamless Integration of the Service-Profit Chain Links

A seamless integration of all components in the service-profit chain employee satisfaction, value creation, customer satisfaction, customer loyalty, and profit and growth links all the critical dynamics of top customer service. "The company guides, nurtures, and empowers its employees, and the employees play a vital role in securing customer satisfaction and the benefits that accrue from it."1

Holistic Approach to Customer Relationships

Unleashing the power of the service-profit chain will improve your performance. Moving from a focus on transactions to a focus on customer relationships delivers sustainable financial advantages. Your must look beyond the arithmetic value of individual transactions to all the ways you can serve the customer to capture and develop lasting relationships.

Satisfying Your Employees

Success comes through people. If you understand what motivates people, you have at your command the most powerful tool for dealing with them to get them achieve extraordinary results. "When companies are effective in satisfying their employees, employees stay longer, make a deeper commitment to the business, recommend ways to improve the company's products and services, and work harder to satisfy the customer".1

"In almost every survey of factors that motivate employees in the workplace, job satisfaction is at or near the top of the list, far surpassing pay and benefits."4 Creating a work environment that encourages rapid response to customers' needs and attentive follow-through is the key to leveraging the power of your service-profit chain... More

The Fun Factor

Why would people want buy from you if they don't enjoy doing so? Making what you have to sell fun to buy is simply taking the whole process one step further. "If you can make your customers laugh, and excite them with your vision of what life can be, they are not going to walk into your outlets, but run into them. Running a successful business should be fun for you, and there's every reason why you should be able to communicate that sense of fun to your customers. Certainly, if you aren't having fun, you probably aren't running a successful business."5... More

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 creation, and develop a system that rewards people for building and maintaining customer relationships... More

Customer Loyalty

Delighted and loyal customers will return for follow-on business without considering alternatives of comparing the competition... More

Customer Partnership

"Customer partnership is a shared journey to create a future for both parties that is better than either could have developed alone."3 The customer is the foundation of your organization's success. In today's turbulent times of rapid and chaotic change, "no force is more grounding and stabilizing than a partnership with customers."3 Creating a partnership with customers will help your organizations maintain the focus you need to make good decisions and harness the power and commitment you need to weather volatile times. Customer partnership is more than "putting customers first", or  finding mutually satisfactory solutions to shared problems, or  a dedication to excellence in every sale or service encounter. It also requires commitment to forging long-term relationships that create synergies of knowledge, security, and adaptability for both parties... More

80/20 Theory of Effective Selling and Competing

80/20 Principle helps you to direct your attention where the real threat of competition exists. 80% of your revenue comes from 20% of your customers. Know who your top revenue-producing customers are and make sure you meet their needs to win their loyalty. "Focusing on 20% of your customers is a great deal easier than focusing on 100% of them." Being customer centered on all your customers is impossible. "But cherishing the core 20% is both feasible and highly rewarding."6... More





  1. "Extreme Management", Mark Stevens

  2. "Motivate to Win", Richard Denny

  3. "The Basics of Leadership", Merlin Ricklefs

  4. "Exceptional Customer Service", Lisa Ford, David McNair, and Bill Perry

  5. "The Seven Deadly Skills of Competing", James Essinger & Helen Wylie

  6. "The 80/20 Principle", Richard Koch