In what ways can companies go beyond traditional metrics like customer satisfaction scores to truly understand and measure the depth of their customer-centric culture and its impact on long-term customer loyalty?

Companies can go beyond traditional metrics like customer satisfaction scores by implementing tools like Net Promoter Score (NPS) to gauge customer loyalty and advocacy. They can also conduct customer journey mapping to understand the entire customer experience and identify pain points. Additionally, companies can analyze customer feedback across various touchpoints to gain insights into customer preferences and behaviors. By investing in customer analytics and sentiment analysis, companies can gain a deeper understanding of their customer-centric culture and its impact on long-term customer loyalty.