We change service, team, and AI so clients come back and pay more — not just leave satisfied.
Describe the situation with your clients — dthink's AI advisor will ask a couple of questions and point out exactly where your revenue is leaking.
This is AI — it can make mistakes
Behind dthink is Ilya Chadin. 17 years in retail and premium service (BORK, GUM, Kofemania, DesignThinkers Amsterdam). 6000+ readers on Telegram.
"I see the CX gaps a business misses — and I show where the money is hiding inside them."
dthink is Ilya Chadin's bureau.
I work on the floor personally — mapping the customer journey, talking to teams, and checking what actually changes after we leave.
This is what we most often find in stores and in data. Sound familiar?
In many retail and HoReCa projects up to 80% of clients never return.
Clienteling →Most businesses have no retention or development program for key clients: no tracking, no segmentation, no deliberate return path.
Clienteling →NPS gets calculated, reports get sent — and nothing changes on the shop floor.
CX Design →AI and CRM speed up operations but don't strengthen trust.
AI for service →In many retail and HoReCa projects up to 80% of clients never return.
Clienteling →Most businesses have no retention or development program for key clients: no tracking, no segmentation, no deliberate return path.
NPS gets calculated, reports get sent — and nothing changes on the shop floor.
AI and CRM speed up operations but don't strengthen trust.
Swipe cards left or use the arrows
We answer for metrics, not for a slide deck. Every service is built around your business and your team.
We meet, I dive into your numbers — revenue, conversion, churn, the cost of a lost client. Then I bring back a 90-day strategy: how to win back the people who already bought and earn more from them, without buying new traffic. You leave with a plan the team can run themselves.
Telegram: short field notes from live projects and reactions to the industry. Blog: long-form pieces on service, clienteling, and AI — no fluff.
Long-form pieces on how we look at CX, clienteling, and AI — and what we actually do inside projects.
Companies Ilya or dthink have worked with — on projects, training, sessions, and advisory.
Retail, e-com, HoReCa, Foodtech, healthcare, transport, public sector, B2B.
A view of your service from the outside: where clients don't come back, where the team works by hand, where CRM doesn't help, and where a system is already in place.
Clients don't come back, repeat sales don't happen, NPS gets counted and nothing changes on the floor. We show you where your leaks are — and what to do about them in the next 90 days.
