How can companies ensure that their employees are consistently embodying their values and culture in customer interactions, and what role does leadership play in fostering a culture of customer-centricity within the organization?

Companies can ensure that their employees consistently embody their values and culture in customer interactions by clearly communicating expectations, providing ongoing training and feedback, and leading by example. Leadership plays a crucial role in fostering a culture of customer-centricity within the organization by setting the tone, establishing priorities, and holding employees accountable for their actions. Leaders must prioritize customer satisfaction, empower employees to make decisions that benefit customers, and create a supportive environment where employees feel motivated to deliver exceptional service.