Creating Customer Value:

Service-Profit Chain

Customer Care

The Mindset of Business Success

By: Vadim Kotelnikov

Author of Ten3 Business e-Coach  and mini-course "Winning Customers"

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


The Best Customer Success Site

"Better service for the customer is for the good of the public, and this is the true purpose of enterprise." Konosuke Matsushita

More Customer Success Quotes

Free Micro-course

10 slides

Winning Customers



8 Best Practices of Successful Companies

Five Dimensions to Quality Customer Care

(defined by your customers)

A survey of several thousand customers conducted by the Service Quality Institute at Texas A&M University revealed the following five dimensions to quality customer care:

  1. Reliability

  2. Responsiveness

  3. A Feeling of Being Valued

  4. Empathy

  5. Competency

Synergistic Marketing and Selling Vadim Kotelnikov Customer Value Proposition Service-Profit Chain Customer Intimacy Customer Care Customer Care Customer Partnership Differentiation Strategies Creative Marketing Marketing Strategy Listening To Customers Observing People Customer Value Creation Value Innovation Branding Differentiating with Different Types of People Effective Communication Influencing People Sales Success Relationship Marketing and Selling Persuading People Closing the Deal Retaining Customer Customer Service Customer Relationship Management Customer Satisfaction Ten3 Business e-Coach (full version) Synergy Customer-driven Innovation Marketing Strategy Mix How to Become an Irresistible Sales Communicator Customer Success 360: Creating Customer Value, Marketing,  Selling, Retaining Customer, Customer Partnership, Customer Intimacy

Google's 10 Guiding Principles

  1. Focus on the user and all else will follow... More

Customer-driven Innovation

7 Practice Tips

  • Live your customer's life, "walk a mile in the shoes of your customer."... More

Canon Production System (CPS)

Key Benefits

Enterprise-wide Business Process Management (EBPM)

8 Principles

  1. Look at your business from the outside-in, from the customer's perspective, as well as from the inside-out... More

Keeping Eyes Open for Inspiration


  • Develop empathy for diversified consumers' needs, even if those consumers are very different from yourself, if you want to anticipate their interests and needs. The best products embrace people's differences... More\

Main Subjects for Suggestions in Japanese Companies

  • Customer services and customers relations... More

80/20 Principle

10 Golden Rules for Successful Carriers

  • Identify your market and your core customers and serve them best... More


Customer Care As the Mindset of Business Success


Customer care is not a technique, it is a mindset. It is a customer-focused corporate mindset  and culture that inspires teams to keep creating and delivering extraordinary customer value and thus helps companies acquire new customers, provide superior customer satisfaction, and build customer loyalty.

10 Rules for Building a Great Business

  • Focus on your customer... More

Innovation Is Love

Innovation is actually a very simple phenomenon.

Innovation is about Love: do what you love to do, and love your customers... More

 Case in Point  Ten3 Business e-Coach

With customer care at heart, Ten3 Business e-Coach creates unique customer value: It doesn't teach, it inspires. It helps people and companies unlock their inner creative power and achieve amazing results. That's why Ten3 Business e-Coach and Ten3 Mini-courses are so popular. People and companies from 100+ countries buy them.

Below are some unsolicited "Thank You!" notes that illustrate the value Ten3 Business e-Coach creates for people like you:

● "I read your webpage and bells started ringing for me!" Zachrey Helmberger, USA

● "It produces a 'bomb effect'!" Mikael Henzler, Germany

● "It is boosting my creativity!" Udaysinh Patil, India

Would you like to read more unsolicited "Thank You!" notes? There are plenty of them here.

Customers for Life

By: Brian Tracy

The purpose of a business is to create and keep a customer. If a business successfully creates and keeps customers in a cost-effective way, it will make a profit while continuing to survive and thrive. If, for any reason, a business fails to attract or sustain a sufficient number of customers, it will experience losses.

Too many losses will lead to the demise of the enterprise... More

Add More Value for Your Customer

  • Take a broad view of your customer's underlying problems that go beyond you and your products... More

Selling by Coaching

To be a great salesperson, you must treat your prospective customer as a player who wants to achieve extraordinary results. You are to help the player win.... More

Kaizen Mindset

  • Imagine the ideal customer experience and strive to provide it.... More

Deming's 14 Point's Plan for TQM

Point 1: Create constancy of purpose toward improvement of the product and service so as to become competitive, stay in business and provide jobs... More

Be the Best Possible

10 Tips by Ten3 NZ Ltd.

  • Be a "Go-giver" in customer service.  It's no secret that every organisation of value in today's world economy, is focused on customer service.  The future belongs to those individuals and businesses that service their customers in a superior fashion. To get ahead, organisations must know who their customers are and what they expect.  They must deliver more.  The same applies to you as a member of the organisation.  To get ahead in your current and future employment, you must first know who you customers are (e.g., your team leader) and what their expectations of you are. 

    You must then deliver more than those expectations.... More

Process-managed Enterprise

A process-managed enterprise supports, empowers and energizes employees, encourages their initiative, enables and allows its people to perform process work. "Process work is work that is focused on the customer, work that is directed toward achieving results rather than being an end in itself, work that follows a disciplined and repeatable design. Process work is work that delivers the high-level of performance that customers now demand."6... More


 Discover much more in the


Partner For Profit Differentiate Yourself From Your Competitors...

Creating Sustainable Revenue Stream: 9 Questions To Answer...

How To Achieve Customer Satisfaction? 9 Questions To Answer...

More Value-Added (MVA)...

The Tao of Customer Value Creation...

Sustaining Customer Focus...

How To Retain Customers?...

How Do You Create Value for the Customer?...

Value Innovation: Two Fundamental Questions...

Customers Will Usually Come Back If...

Do Your Customers Enjoy Buying from You?...

Measuring the Success of Your Customer Retention Strategy...

Measuring Customer Satisfaction...

Listening To Your Customers...

Leveraging Your Service-Profit Chain...

Eliminating Bureaucracy...

 Case in Point

 Case in Point  Dell Inc...





Free Micro-courses

Free Downloads


  1. "Customer Care," International Engineering Consortium (IEC)

  2. "Direct from Dell", Michael Dell with Catherine Fredman

  3. "Credibility Marketing," Michael Lovas

  4. "Marketing Management," Czinkota Kotabe

  5. "Internet Marketing 101," Jim Daniels

  6. "A Simple Secret To Seducing the Search Engines," Jim Daniels

  7. Marketing and Selling Quotes

  8. Selling by Listening, NLP Technique

Ten3 Mini-courses


Winning Customers


3 Strategies of Market Leaders


New Product Fast!


Synergizing Value Chain




Winning Customers

Service-Profit Chain

Effective Selling

How To Become an Irresistible Sales Communicator

Customer Service

Customer Satisfaction

Retaining Customers

Customers Will Usually Come Back If...

Add More Value for Your Customer