How can companies ensure that their customer-centric culture is not just a surface-level initiative, but truly ingrained in the DNA of the organization?

Companies can ensure that their customer-centric culture is ingrained in the organization by aligning all aspects of the business with customer needs and expectations. This includes training employees at all levels to prioritize customer satisfaction, gathering and acting upon customer feedback regularly, and incorporating customer-centric values into the company's mission and vision. Additionally, leaders should lead by example by demonstrating a commitment to customer-centricity in their own actions and decisions. By consistently reinforcing the importance of customer satisfaction throughout the organization, companies can ensure that a customer-centric culture becomes an integral part of their DNA.