What Does Customer First Mean and How To Demonstrate It

You can think of a “customer first” approach as making your customers the VIPs of your business. Every decision, product, or service focuses on making them happy and satisfied. It's not a fancy phrase — it's a powerful way to run your business. This is genuinely a customer-first meaning.

When you put your customers at the center of your universe, everything else starts to align. Sales increase, people talk about your brand more, and your business grows. That's the magic of a "customer first" strategy. A practical customer-first approach is knowing what your customers need before they even have to ask.

So, how do you make sure you put your customer first? It starts with a few key ideas. 

First, think of customer-centricity or a customer-first strategy. This fancy term means your whole business revolves around your customers — your customers come first. Imagine your business is a solar system, and your customers are the sun — everything you do orbits around them.

Next up, how do you know if your customers are happy? You measure it. Use surveys or feedback forms through email to find out what they love and what could be better — this is like having a direct line to what your customers are thinking.

Lastly, consider the vibe of your company. Building a customer-first team that focuses on customers' values is crucial. Everyone from the top bosses to the team members on the ground is dedicated to making customers happy. 

When your whole team is about customer-first service, amazing things happen. Your service shines, and people feel it when interacting with your business. That's the heart of a customer-first strategy.

Have you ever thought about why putting customers first is so important? Well, it's like having a secret ingredient that makes your business grow stronger and faster. 

When you focus on making your customers happy, they return for more. But let’s not stop there; they also tell their friends about you. This is how a "customer first" approach turns your customers into your biggest fans.

Customers Stick Around Longer

When you put your customers first, they feel it. They're more likely to stay with you, buy more, and even become cheerleaders for your brand. It's like having a bunch of friends who always have your back. 

This loyalty means you spend less money trying to find new customers because your old ones love you so much they want to stay.

Your Brand Shines Brighter

Imagine your business is a star in the sky. The more you focus on your customers, the brighter that star shines. People start to notice. They talk about how great you are; suddenly, everyone wants to be part of your offering. 

This boosts your reputation and helps you stand out in a crowded market. Plus, as your brand shines brighter, you’ll be able to grab a bigger piece of the pie — your market share grows, and your business becomes the one everyone's talking about.

Sparks Innovation and Improvement

You get a treasure trove of ideas when you listen to your customers' needs and wants. This feedback is gold, and it helps you tweak your products or services to be even better. 

Your customers help you level up by telling you what they love and what could be better — this way, you're constantly improving and staying ahead of the game.

Reduces Problems and Complaints

By putting your customers first, you're on the lookout to ensure they're happy. This means you catch little issues before they turn into big problems. It's like being a superhero for your customers, saving the day by fixing things fast. This makes your customers happier and saves you time and money in the long run.

Build a Strong Community Around Your Brand

‍

People are likelier to stick around when they feel valued and listened to. This creates a community of loyal customers who support each other and your brand. It's like having a big family dinner where everyone's sharing stories about how great your products are. The intimate sense of community connects your customers to your brand and each other, creating a powerful network of advocates.

Putting your customers first is a smart move for your business. Amazing things happen when companies listen to their customers and make changes based on what they hear. 

Let's look at why putting customers first is a major key to success, some mistakes that happen when businesses don't, and real-life examples where this approach made companies shine.

The Magic of Customer-First

Think of your customers as the foundation for your business. When you prioritize your customers, you’re helping your business thrive. 

Here's how the magic happens. Imagine someone loves your service so much they can't stop talking about it. You’re basically getting a shoutout for free. 

Friends trust friends, so when someone hears how great you are from someone they trust, they will likely check you out. It's like a chain reaction of happiness that starts with treating your customers right.

When you make customers feel special and listened to, they remember it. Think about a time someone made you feel really important. You probably wanted to go back to that feeling. That's what happens with customers. 

They come back because they liked how you made them feel. This means more visits, more buying, and you don't have to spend extra money on getting new people to notice you.

In a place where everyone is trying to sell something, being the one who makes customers feel like number one is a big deal. People will notice and remember you. Instead of just being another business, you become the business that cares. And in today's world, caring is a superpower.

Not putting customers at the forefront of your business can lead to some serious "oh no" moments. Here's what happens when customers don't feel like they're number one:

Customers Walk Away

Imagine going to a place where no one seems to care about you. Would you want to go back? Probably not. It's the same with customers. If they don't feel seen or valued, they'll just leave. There are plenty of other places out there where they can spend their money and feel appreciated — and once customers are gone, they're hard to get back.

Bad Reviews Spread Fast

In today's world, if someone doesn't like something, everyone will know about it fast. Unhappy customers can share their bad experiences online for all to see. It's like their words have wings, flying across the internet. 

Before you know it, hundreds or even thousands of people can see a bad review. And guess what? People tend to remember the bad more than the good. This can hurt your business's reputation.

Playing Catch-Up Costs More

Ever heard the saying, "A stitch in time saves nine"? This means that fixing a small problem now can prevent a bigger one later. That's super true when it comes to customer service. 

Trying to fix things later can be a big headache if you don't get things right the first time. It's not just about making things right with unhappy customers but also about the time and money you must spend to fix those problems. And sometimes, those customers might not return despite your best efforts. It's much smarter — and cheaper — to ensure customers are happy from the start.

Let's dive into how some big names have made "customer first" their motto and what it means for their success.

Amazon

Imagine a place where you can find almost anything you want and get it super fast. That's Amazon for you. They've built their whole world around making shopping as easy as pie. Got a problem? Their customer service is on it, fixing issues before you can say "refund." 

Amazon is the king of convenience, with features like one-click ordering and personalized recommendations. They constantly ask for feedback, using it to make your next visit even better. This dedication to customer satisfaction is why they're a household name.

Apple

Apple isn't only known for its cool gadgets — they’re creating an unforgettable customer experience. Their stores are like tech playgrounds, where you can get hands-on help from the Genius Bar. Apple products are designed with the user in mind, making them easy and enjoyable. 

Plus, their customer service is top-notch, and they are always ready to help solve any issue. Apple has built a community of loyal followers by ensuring their customers are happy and satisfied, proving that focusing on customer needs pays off.

Costco

Ever bought something and then changed your mind? Costco gets it. Their return policy is incredibly generous, making shopping there risk-free. They focus on selling high-quality products at great prices, showing they value their customers' money and trust. 

Costco's commitment to customer satisfaction is evident in everything they do, from selecting products to treating members in-store. This approach has made them a favorite for bulk buying and beyond.

Netflix

Remember when watching a movie meant a trip to the video store and hoping it wasn't out of stock? Netflix changed all that. They listened to what people hated about renting movies (like those pesky late fees) and created a new way to watch. 

Now, you can binge your favorite shows without leaving your couch. Netflix keeps winning hearts by recommending shows you love and constantly adding new content. They've turned watching TV into a personalized experience, showing how much they value their viewers' happiness.

So, how did these companies hit the jackpot? Putting customers first. Here’s how you can do it in easy steps. 

First, always listen to what your customers say. If they tell you something can be better, try to change it. It shows you care.

Next, surprise them by doing more than they expect. Think about when you give a friend a surprise gift just because. It makes them happy.

It’s also important to be easy to talk to. Imagine if your friend needed you and you were always there to listen. That’s how you want your customers to feel. With my Founder OS newsletter, I share growth tips with my audience every Saturday. It’s a way to stay connected and engaged, even when we aren’t having direct conversations. 

If something goes wrong, fix it with a smile. It’s like apologizing and making up for a mistake by doing something nice.

Always keep your promises. If you say you will do something, make sure you do it. It’s how you build trust.

Teach everyone in your place to treat customers like their friends. Everyone should know how to make customers feel important.

Show your customers you care. Little things can make a big difference, like saying thank you or asking how they are. It makes customers feel special and want to come back.

In 2024, putting customers first is still the key to winning in business. Being the best buddy to your customers makes them feel happy and listened to. We discussed practical ways to do this, from listening and fixing mistakes with a smile to ensuring your team knows how to make your customers feel like a priority.

So, let's promise to keep our customers at the heart of everything we do. Use our tips to make your customers smile and watch your business grow. Remember, happy customers are the secret to success. 

Reach out to Founder OS today to level up your business growth.