How can companies effectively measure and evaluate the success of their efforts in creating a customer-centric culture, and what key metrics should they be tracking to ensure continuous improvement in customer satisfaction?

Companies can effectively measure and evaluate the success of their efforts in creating a customer-centric culture 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 needs and expectations. By regularly monitoring these metrics and analyzing feedback from customers, companies can identify areas for improvement and make necessary adjustments to enhance the overall customer experience. Continuous improvement in customer satisfaction can be achieved by setting specific goals related to these metrics, implementing strategies to address customer feedback, and regularly reviewing performance against these goals.