How can organizations create a culture that prioritizes emotional connection between employees and customers, and what role does leadership play in fostering this connection?

Organizations can create a culture that prioritizes emotional connection between employees and customers by fostering open communication, empathy, and a strong sense of shared values. Leadership plays a crucial role in fostering this connection by setting a positive example, providing support and guidance, and empowering employees to build meaningful relationships with customers. Leaders should also encourage a customer-centric mindset throughout the organization and recognize and reward employees who demonstrate empathy and emotional intelligence in their interactions with customers.