How can a company measure the effectiveness of its efforts to instill a culture of customer-centricity, and what key metrics should be used to track progress and success in delivering exceptional service to customers?

A company can measure the effectiveness of its efforts to instill a culture of customer-centricity by tracking customer satisfaction levels, customer retention rates, and Net Promoter Score (NPS). Key metrics to track progress and success in delivering exceptional service to customers include customer feedback and reviews, response time to customer inquiries or complaints, and customer lifetime value. Additionally, monitoring employee engagement and training programs related to customer service can provide insights into the company's commitment to customer-centricity.