I hear companies testify they are “customer-centric” or “customer-focused.” Yet, when I ask them if their customers – and how they will be impacted – are at the core of every decision they make, the subtle response is, “You gotta be kidding, right?”

Instead, our customary concerns are how decisions will impact our stock price, or our market share, or a myriad of other aspects… rather than the impact upon the customer. We step over potential dollars in customer loyalty and repeat business to save dimes on reduced staffing and training.

We should always be searching and learning – and filling the gaps between what we deliver and what our customers and clients really want.

It begins with the first interaction you and your colleagues have with your customers, clients and prospects.