How can company leaders empower employees to take ownership of the customer experience and make it a top priority in their daily interactions and decision-making processes?

Company leaders can empower employees to take ownership of the customer experience by clearly communicating the importance of customer satisfaction and setting clear expectations for customer service standards. They can provide training and resources to help employees understand the customer journey and how their role impacts it. Additionally, leaders can recognize and reward employees who go above and beyond to deliver exceptional customer experiences, and involve employees in decision-making processes that directly impact customer interactions to foster a sense of ownership and accountability.