How can a company ensure that their shift from profit-driven to customer-centric is sustainable in the long term and continues to positively impact the overall Customer Experience?

A company can ensure the sustainability of its shift from profit-driven to customer-centric by embedding customer-centric values into its organizational culture, processes, and decision-making. This involves ongoing training and development for employees to prioritize customer needs and feedback. Additionally, implementing customer feedback mechanisms and regularly measuring customer satisfaction metrics can help the company stay focused on delivering exceptional customer experiences. Finally, fostering a customer-centric mindset at all levels of the organization, from leadership to frontline employees, is essential for maintaining a sustainable customer-centric approach in the long term.