The Real Meaning of a Customer-Centric Business

friendly hardware store worker showing customer a sander

You hear a lot about the importance of making sure your business is customer-centric. But what does that really mean? I actually prefer the term customer-focused, but either way, the key idea is that all decisions are made with the customer and his or her best interests in mind. And that means all decisions, large and small, even decisions that might not seem to be directly touching the customer. Everything.

In this video, learn the real meaning of being customer-focused, including:

  • How to weigh the customer in important business discussions
  • How to make tough decisions that the customer won’t like
  • How to listen and respond to customer desires


Shep Hyken

Shep Hyken

Shep Hyken is the Lecturer of Customer Experience for the Tarkenton Certificate in Entrepreneurship and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. Shep works with companies and organizations who want to build loyal relationships with their customers and employees. For more articles on customer service and business go to