How can companies effectively align their customer service culture with their overall business objectives and values, and what role does leadership play in driving this alignment?

Companies can effectively align their customer service culture with their overall business objectives and values by clearly defining their customer service goals and ensuring that they are in line with the company's mission and values. Leadership plays a crucial role in driving this alignment by setting the tone, providing direction, and modeling the desired behaviors for employees to follow. Leaders should prioritize customer satisfaction, empower employees to make decisions that benefit the customer, and consistently communicate the importance of exceptional customer service throughout the organization.