In addition to tracking traditional metrics like customer satisfaction scores and Net Promoter Score, how can companies utilize social media and online reviews to measure the success of their customer-centric culture initiatives and understand the overall sentiment of their customer base?

Companies can utilize social media and online reviews to measure the success of their customer-centric culture initiatives by monitoring mentions of their brand, products, and services on various platforms. By analyzing the sentiment of these mentions, companies can understand how customers perceive their interactions and experiences with the brand. Additionally, companies can use social media analytics tools to track engagement metrics, such as likes, shares, and comments, to gauge the level of customer engagement and satisfaction. This data can provide valuable insights into areas for improvement and help companies tailor their customer-centric strategies to better meet customer needs and expectations.