How can organizations ensure that their customer-centric culture is not just a trend, but a sustainable and ingrained part of their company's DNA for years to come?

Organizations can ensure that their customer-centric culture is sustainable by consistently prioritizing customer needs and feedback in decision-making processes. This can be achieved through ongoing training and development programs that instill a customer-first mindset in all employees. Additionally, creating metrics and KPIs that measure customer satisfaction and loyalty can help hold employees accountable for maintaining a customer-centric focus. Lastly, leadership must actively champion and promote a customer-centric culture, leading by example and reinforcing the importance of customer satisfaction throughout the organization.