This simple concept is the first key to a customer-centric strategy. This is the base of a customer service-oriented business. Every decision made in the company is centered around the customer experience. Everything else comes second which is why having a customer service culture is so hard. Most businesses are concerned with making money and saving money and the needs of the customer come after that. I am aware that making money is the only way a business survives but this is about priorities. You can have good customer service and have making a profit the first decision or you can have a customer service culter and making a profit is secondary.