How can organizations ensure that the skills and knowledge gained from employee training programs are consistently applied in daily interactions with customers to maintain a customer-centric culture and enhance the overall customer experience over time?

Organizations can ensure that the skills and knowledge gained from employee training programs are consistently applied by providing ongoing support and reinforcement through regular coaching and feedback sessions. Setting clear expectations and goals for customer interactions, as well as incorporating customer-centric values into performance evaluations, can also help reinforce the importance of applying these skills. Additionally, creating opportunities for employees to practice and apply their training in real-life scenarios, such as role-playing exercises or shadowing experienced employees, can further enhance their ability to consistently apply their new skills in daily interactions with customers. Regularly updating training programs to reflect changing customer needs and expectations can also help ensure that employees are equipped with the most relevant skills and knowledge to enhance the overall customer experience over time.