"How can leaders encourage and empower employees to take ownership of the customer experience, leading to increased advocacy and loyalty from customers?"

Leaders can encourage and empower employees to take ownership of the customer experience by setting clear expectations and providing training on how to deliver exceptional service. They can also involve employees in decision-making processes and recognize and reward their efforts in improving customer satisfaction. By fostering a culture of accountability and trust, leaders can inspire employees to go above and beyond to meet customer needs, ultimately leading to increased advocacy and loyalty from customers.