Vadim Kotelnikov    

Customer Service Case Studies

Focus on the Customer – and Do Something About It


Business e-Coach     


 Your long-term loving customer relationships will produce
an endless chain of great rewards for both your soul and revenue streams.


Loving Customer Relationships, Vadim Kotelnikov



All-time High Need for Improved Customer Service

  • Technology and  e-business are turning marketplace upside down

  • Customers have increasingly more choices

  • Customers have lower levels of brand and product loyalty

Add More Value for Your Customer

  • Think of yourself as a provider of solutions, rather than of products or services... More

Cross-functional Customer Service

  • Develop a cross-functional information system to identify any failure to provide adequate customer service, categorize these failures, and provide analyses of when and why they occur... More

Main Subjects for Suggestions in Japanese Companies

Customer services and customers relations... More

Kaizen Mindset

NLP for Business

3 Rules for Dealing with Rude and Unfair Clients

  • Just because they are being negative, you don't have to be rude or defensive – concentrate on the problems  Download PowerPoint presentation, pdf e-book, not the person... More

Same Reality, Different Perceptions

The Recipe is Simple, the Implementation Is Not

"Treat the customer as an appreciating asset."  ~ Tom Peters

Customer care is vital to survival and success of a company. Still, many organizations are not doing it well. The American Customer Satisfaction Index 2000 published by the University of Michigan reported that 27% of customers were not satisfied with product or service they received.

Customer Success 360 Download PowerPoint presentation, pdf e-book

Customer Service as a Competitive Advantage

Businesses have traditionally relied on technology and product innovation for competitive advantage Download PowerPoint presentation, pdf e-book. However, as products became commodities due to global competition and relentless technological advances, the battleground for differentiation and customer value creation shifted to customer intimacy and service. This service-focused competitive strategy has worked well for numerous companies across various industry sectors.  >>>

8 Best Practices of Successful Companies



The Biggest Differentiator

The new economic reality is one of ever increasing competition driven by rapid and continuous innovation Download PowerPoint presentation, pdf e-book, informed and demanding customers, commoditization of products and services, and relentless pressure to cut costs and improve services. In this environment, customer service and customer intimacy is a biggest differentiator for businesses and a key source of your sustainable competitive advantage.

Value Innovation: Yin-Yang Strategies Download PowerPoint presentation, pdf e-book

Create Customer Value: 10 Lessons from Konosuke Matsushita

Be the Best Possible

Be a "Go-giver" in customer service.  To get ahead, you must know who your customers are and what they expect.  You must deliver more.... More

Service Profit Chain

Pay due attention to managing your service-profit chain that links your employees and customers. It helps you create a customer-focused culture and leverage your corporate performance ... More










Customer Loyalty

The Things that Customers Want

Customers will usually come back if:

  • Your keep your promises... More


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

80/20 Principle

10 Golden Rules for Successful Carriers

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

Winning Customers

Make the Competition Irrelevant

Marketing and Selling Quotes

Retaining Customers

Customers Will Usually Come Back If...

Customer-driven Innovation: 7 Practice Tips

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

  • Involve everyone, require every person, regardless of their position, to spend time on customer contact and services activities... More

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.

According to Dun and Bradstreet, the single, most important reason for the failure of businesses in America is lack of sales. And, of course, this refers to resales as well as initial sales. So your company’s job is to create and keep a customer, and your job is exactly the same. Remember, no matter what your official title is, you are a salesperson for yourself and your company... More



Sam Walton's rules for buiding a great business

The goal as a company is

to have customer service that is not just the best but legendary.  >>>

Sam Walton


Henry Ford advice

A business absolutely devoted to service will have only one worry about profits. They will be embarrassingly large.

Henry Ford

Ford Moror

Konosuke Matsushita advice quotes

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

Konosuke Matsushita


Vadim Kotelnikov advice quotes

Imagine the ideal customer experience and strive to provide it.  >>>

Vadim Kotelnikov


Set Godin advice

The best time to do great customer service is when a customer is upset.

Set Godin

Lao Tzu advice quotes teachings

Why do heaven and earth last forever? Because they are not self-serving.

Lao Tzu




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

2. "Companies Don't Succeed – People Do", Graham Roberts-Phelps

3. "Best Practices: Building Your Business with Customer-Focused Solutions", Arthur Andersen

4. "Doing More with Less: Next-Generation Strategies and Best Practices for Customer Service", White Paper by eGain Communications Corp.