How can organizations measure the effectiveness of their customer-centric culture shift, and what key performance indicators should they track to ensure that employees are consistently prioritizing the customer experience?

Organizations can measure the effectiveness of their customer-centric culture shift by tracking key performance indicators such as customer satisfaction scores, Net Promoter Score (NPS), customer retention rates, and customer lifetime value. They can also monitor employee engagement and satisfaction levels, as engaged employees are more likely to prioritize the customer experience. Additionally, organizations can conduct regular customer feedback surveys, analyze customer complaints and compliments, and track the number of repeat customers to gauge the success of their customer-centric initiatives.