How can companies ensure that their customer-oriented culture is ingrained in every aspect of their organization, from frontline employees to senior leadership, in order to consistently deliver exceptional customer experiences?

Companies can ensure a customer-oriented culture is ingrained by clearly defining and communicating customer-centric values and expectations to all employees. This can be reinforced through training programs, regular feedback, and recognition for employees who embody these values. Senior leadership must also lead by example and prioritize customer satisfaction in decision-making processes. Additionally, incorporating customer feedback into all aspects of the organization and continuously seeking ways to improve the customer experience can help maintain a customer-centric culture throughout the company.