How can companies effectively measure the success and impact of their efforts to embed a customer-centric culture throughout their organization in order to maintain sustainable customer experience excellence?

Companies can effectively measure the success and impact of their efforts to embed a customer-centric culture by tracking key performance indicators such as customer satisfaction scores, Net Promoter Score, and customer retention rates. They can also conduct regular surveys and feedback sessions with customers to gather insights on their experiences. Additionally, monitoring employee engagement levels and training programs focused on customer-centricity can provide valuable data on the organization's progress towards maintaining sustainable customer experience excellence. Regularly reviewing and analyzing customer feedback and complaints can help identify areas for improvement and ensure that the company continues to meet customer needs and expectations.