How can companies foster a culture of customer-centricity across all levels of the organization, including those in non-customer-facing roles, to ensure a consistent and exceptional customer experience?

Companies can foster a culture of customer-centricity by clearly communicating the importance of customer satisfaction to all employees, regardless of their role. This can be achieved through regular training sessions, workshops, and internal communications that emphasize the impact of each individual's work on the overall customer experience. Additionally, companies can incentivize customer-centric behavior by tying performance metrics and rewards to customer satisfaction metrics. Finally, creating a feedback loop that allows employees in non-customer-facing roles to understand how their work contributes to the customer experience can help maintain a consistent focus on customer needs throughout the organization.