Win back the people who already bought from you — and earn more from them than from new traffic
"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
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.
One product, three ways in. We move conversion, basket size and repeat purchases.
Two sessions and the analysis in between
We start with a short conversation: what the task is and whether we fit. It costs nothing and it is not the analysis itself.
Project or ongoing support
A different level of responsibility: we answer for metrics moving, not for a plan being written.
Two learning tracks
For teams that want to build the system themselves.
Rebuild the customer journey, bring in AI, or work through a problem with your team — you can start with the specific job right away.
Companies Ilya or dthink have worked with — on projects, training, sessions, and advisory.
Retail, e-com, HoReCa, Foodtech, healthcare, transport, public sector, B2B.
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.
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.
