Is Your Store Customer-centric?
James E. Dion - June 23, 2006

Introduction

Is your store "customer-centric"? What does being customer-centric even mean? Obviously, most soccer or running stores would say that they were focused on the customer, and would point out that without customers, their store would not exist. And they are right. However, simply being there, opening the store, stocking some shoes and equipment, and having staff to collect the money, is not the same as being customer-centric. Being customer-centric means that everything we do—from the shoes, socks, and clothing that we carry, to the environment that we place them in and the staff that we have to serve those customers—is centered on and about customers and their experience in our store. There is a huge difference between simply serving a customer and centering on a customer's specific needs and satisfaction...