How can organizations ensure that their customer-centric initiatives are not only improving customer satisfaction scores, but also positively impacting overall business performance and profitability?

Organizations can ensure that their customer-centric initiatives positively impact overall business performance and profitability by aligning them with key business objectives and metrics. This can involve tracking KPIs related to customer retention, lifetime value, and referral rates to measure the impact of these initiatives on profitability. Additionally, organizations should regularly gather feedback from customers to understand their needs and preferences, and use this information to continuously improve products and services. Finally, investing in employee training and empowerment to deliver exceptional customer experiences can also drive positive business outcomes.