How can organizations ensure that their employees are consistently focused on improving customer experience and are actively engaged in aligning their efforts with the overall business strategy?

Organizations can ensure that their employees are consistently focused on improving customer experience by clearly communicating the importance of customer satisfaction and providing training on how to deliver exceptional service. They can also create a culture that values customer-centricity by recognizing and rewarding employees who go above and beyond for customers. Additionally, organizations should involve employees in the development of the overall business strategy to ensure alignment and buy-in, and regularly solicit feedback from employees on ways to improve the customer experience and align efforts with the business strategy.