What does customer centric really mean?

Is your organization customer centric? How do you make decisions? How do you define problems? How do you execute your decisions? The horrible customer service epidemic in the world is not caused by rude or angry customers. The primary cause is that the customer is not considered in the equation about process.

Charlie Byrne’s post implores businesses to include the customer in the equation.

Make sure your business decision’s are about (and convenient for) your customers and not YOU.

Of course I’m no so naïve as to believe you don’t have to keep expenses in line and optimize and streamline processes and procedures. But…

Don’t have early arriving restaurant staff park in the best parking spots.

Do not make a decision unless the process starts from the perspective of the customer. Customer centric means that everything, BOH, FOH, accounting, marketing, development and talent acquisition flows from the customer perspective. The restaurateur’s task is to provide a rich engaging guest experience in a manner which allows the enterprise to flourish.