How can companies create a customer-centric culture that goes beyond just training programs and truly becomes a part of their organizational DNA?

Companies can create a customer-centric culture by involving employees at all levels in decision-making processes and encouraging open communication. They can also prioritize customer feedback and use it to drive improvements in products and services. Additionally, leaders should set a clear example of customer-centric behavior and values, and ensure that these are reflected in all aspects of the organization's operations. Lastly, companies can create incentives and recognition programs that reward employees for delivering exceptional customer experiences, reinforcing the importance of customer satisfaction in their organizational DNA.