How can companies ensure that their customer-centric culture is ingrained in their organizational values and consistently reflected in their day-to-day operations, from frontline staff interactions to senior management decision-making?

Companies can ensure that their customer-centric culture is ingrained in their organizational values by clearly defining and communicating their customer service expectations to all employees. They can also provide training and resources to help employees understand the importance of customer satisfaction and how their role contributes to it. Additionally, companies can implement feedback mechanisms to gather customer insights and use this data to continually improve their products and services. Finally, senior management can lead by example by prioritizing customer needs in decision-making processes and regularly reinforcing the importance of customer-centricity throughout the organization.