How can companies effectively create a culture of customer-centricity that extends beyond just policies and procedures, and truly becomes ingrained in the values and behaviors of every employee?

Companies can effectively create a culture of customer-centricity by fostering a strong leadership commitment to prioritize customer satisfaction. This involves consistently communicating the importance of customer focus and leading by example. Additionally, companies can provide ongoing training and development opportunities to help employees understand the value of customer-centricity and how their roles contribute to it. Encouraging open communication, feedback, and recognition of customer-centric behaviors can also help reinforce this culture throughout the organization.