How can companies create a culture of customer-centricity that encourages employees to actively seek out opportunities to exceed customer expectations, rather than just meeting them?

Companies can create a culture of customer-centricity by clearly defining and communicating their customer-focused values and goals to all employees. They can also provide training and resources to help employees understand the importance of exceeding customer expectations. Additionally, companies can empower employees to make decisions that prioritize customer satisfaction and recognize and reward employees who consistently go above and beyond for customers. By fostering a culture that values and prioritizes customer satisfaction, employees will be more motivated to actively seek out opportunities to exceed customer expectations.