How can companies ensure that customer feedback is effectively incorporated into employee evaluations to drive a culture of continuous improvement and customer-centricity, rather than just being seen as a checkbox exercise?

Companies can ensure that customer feedback is effectively incorporated into employee evaluations by creating a structured feedback loop that encourages open communication between customers and employees. This can involve regular surveys, feedback sessions, and performance reviews that specifically address customer feedback. Additionally, companies can provide training and development opportunities for employees to address any areas identified for improvement based on customer feedback. By emphasizing the importance of customer-centricity and continuous improvement in all aspects of the business, companies can create a culture that values and acts upon customer feedback rather than simply treating it as a formality.