How can businesses effectively cultivate a customer-centric culture that goes beyond just meeting expectations and instead focuses on exceeding them, and how can they measure the impact of this approach on customer loyalty and retention?

Businesses can cultivate a customer-centric culture by prioritizing customer needs, actively seeking feedback, and empowering employees to make decisions that benefit the customer. They can exceed expectations by anticipating customer needs and providing personalized experiences. To measure the impact of this approach on customer loyalty and retention, businesses can track metrics such as customer satisfaction scores, repeat purchase rates, and customer lifetime value. Additionally, conducting regular customer surveys and analyzing customer feedback can provide valuable insights into the effectiveness of their customer-centric strategies.