How can companies ensure that their efforts in creating a culture of exceptional customer service are aligned with their overall business objectives and how can they measure the impact on their bottom line?

Companies can ensure that their efforts in creating a culture of exceptional customer service are aligned with their overall business objectives by clearly defining customer service goals that support the company's mission and values. They can also align training programs, incentives, and performance evaluations with customer service excellence. To measure the impact on their bottom line, companies can track key performance indicators such as customer satisfaction scores, retention rates, and repeat business. Additionally, conducting regular customer feedback surveys and analyzing financial data can help companies assess the direct correlation between exceptional customer service and financial success.