How can companies ensure that their employees not only understand the importance of customer experience but also actively embody it in their daily interactions with customers?

Companies can ensure that their employees understand and embody the importance of customer experience by providing regular training and education on the topic. This can include workshops, seminars, and ongoing communication about the company's customer experience goals. Additionally, companies can incentivize and reward employees who consistently demonstrate excellent customer service. It is also crucial for companies to lead by example and have leadership team members actively engage with customers to set a positive example for employees to follow. Regular feedback and performance evaluations can also help employees understand the importance of customer experience and make improvements as needed.