How can companies ensure that their employees are consistently aligned with the company's customer experience goals and values, and how can they measure the impact of this alignment on overall customer satisfaction and loyalty?

Companies can ensure that their employees are consistently aligned with customer experience goals and values by providing clear communication, training, and regular feedback. This includes setting clear expectations, providing ongoing training, and recognizing and rewarding employees who exemplify the desired behaviors. To measure the impact of this alignment on customer satisfaction and loyalty, companies can use metrics such as Net Promoter Score, customer feedback surveys, and customer retention rates. By analyzing these metrics over time, companies can assess the effectiveness of their efforts in aligning employees with customer experience goals and values.