How can companies ensure that their employees are truly embodying a customer-centric culture, rather than just going through the motions to meet key performance indicators?

Companies can ensure that their employees are truly embodying a customer-centric culture by fostering a workplace environment that prioritizes customer satisfaction and values customer feedback. This can be achieved through regular training sessions that emphasize the importance of customer service and by empowering employees to make decisions that prioritize customer needs. Additionally, companies can measure employee performance based on customer satisfaction metrics rather than solely on key performance indicators to incentivize a customer-centric approach. Regularly soliciting feedback from customers and employees can also help companies identify areas for improvement and ensure that their employees are genuinely focused on meeting customer needs.