How can companies ensure that their customer-centric initiatives are effectively ingrained in the company culture, beyond just surface-level behavior changes among employees?

Companies can ensure that their customer-centric initiatives are effectively ingrained in the company culture by aligning their values, goals, and incentives with a focus on customer satisfaction. This can be achieved through regular training and communication to reinforce the importance of putting the customer first. Additionally, incorporating customer feedback into decision-making processes and empowering employees to take ownership of customer relationships can help embed a customer-centric mindset throughout the organization. Finally, leaders should lead by example and demonstrate a commitment to prioritizing the needs and preferences of customers in all aspects of the business.