In addition to customer satisfaction scores and NPS, what other innovative metrics or techniques can companies use to measure the effectiveness of their customer-centric culture transformation and ensure they are truly prioritizing the needs and desires of their customers?

In addition to customer satisfaction scores and NPS, companies can use metrics such as customer effort score (CES) to measure how easy it is for customers to interact with the company. They can also track customer retention rates and repeat purchase behavior to gauge the loyalty and satisfaction of their customers. Qualitative techniques like customer journey mapping and customer feedback analysis can provide valuable insights into the customer experience and help identify areas for improvement in the customer-centric culture transformation. Additionally, conducting regular customer surveys and focus groups can help companies gather direct feedback from customers and ensure that their needs and desires are being prioritized.