How can organizations effectively create a culture of customer-centricity within their workforce, and what role does leadership play in driving this mindset throughout the organization?

Organizations can effectively create a culture of customer-centricity within their workforce by prioritizing customer needs in all decision-making processes, providing ongoing training and development on customer service skills, and fostering a customer-focused environment through recognition and rewards. Leadership plays a crucial role in driving this mindset throughout the organization by setting a clear vision and expectations for customer-centricity, modeling customer-centric behaviors, and empowering employees to make decisions that prioritize customer satisfaction. By demonstrating a commitment to customer-centric values and consistently reinforcing them, leaders can inspire employees to prioritize the customer experience in all aspects of their work.