How can companies effectively align their internal processes and systems to support a customer-centric culture, and what role does leadership play in driving this alignment?

Companies can effectively align their internal processes and systems to support a customer-centric culture by first understanding the needs and preferences of their customers. This involves gathering feedback, analyzing data, and implementing changes based on customer insights. Leadership plays a crucial role in driving this alignment by setting a clear vision, communicating the importance of customer-centricity, and empowering employees to make decisions that prioritize the customer experience. Leaders must also lead by example, demonstrating a commitment to putting the customer first in all aspects of the business.