How can companies measure the success and impact of their customer-centric culture initiatives over time, and what key metrics should they be tracking to ensure continued improvement and growth in customer satisfaction?

Companies can measure the success and impact of their customer-centric culture initiatives over time by tracking key metrics such as customer satisfaction scores, Net Promoter Score (NPS), customer retention rates, and customer lifetime value. These metrics can provide insights into how well the company is meeting customer expectations and building long-term relationships. By regularly monitoring these metrics and comparing them to industry benchmarks, companies can identify areas for improvement and ensure continued growth in customer satisfaction. Additionally, conducting customer surveys, focus groups, and analyzing customer feedback can help companies gather qualitative data to complement quantitative metrics and gain a deeper understanding of customer perceptions and preferences.