Customer Service (Your first-ever Business e-Coach)

Customer Service

Focus on the customer – and do something about it

Vadim Kotelnikov

Founder

International Survey

80% of respondents say they are ready to pay more if a company provides great customer service

Imagine the ideal customer experience and strive to provide it.

Love your customers, and they will love you back.

Your Competitive Advantage

Businesses have traditionally relied on technology and product innovation for competitive advantage. 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 works well for companies across various industry sectors.

Head of Growth course buy ebook PowerPoint slide deck

for Trainers

Customer Success 360

The Recipe is Simple, the Implementation Is Not

Customer care is vital to survival and success of a company. Still, many organizations are not doing it well. A recent American Customer Satisfaction Index published by the University of Michigan reported that over 20% of customers were not satisfied with product or service they received.

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

Customer Dissatisfaction

Why Google+ Failed

BlueSnap keeps reducing value for its customers

The 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

Customer Experience

Planning

Management

The Biggest Differentiator

The new economic reality is one of ever increasing competition driven by rapid and continuous innovation, 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.

→ Customer Experience Journey as a Love Story

Add More Value for Your Customer

Customer-driven Innovation

Live Answering

Push Notification

Resolving Conflicts with Customers

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

Vadim Kotelnikov

for Trainers

Customer Success 360

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

Design Thinking for Innovation
Customers for Life

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 Relationship Management
Benefits

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

The Things that Customers Want
Japanese Suggestion System

The goal as a company is to have customer service that is not just the best but legendary.

Sam Walton
Wal-Mart

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

Henry Ford
Ford Moror

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

Konosuke Matsushita
Panasonic

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

Set Godin

for Trainers

Customer Success 360

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