How can companies measure the effectiveness of their efforts to instill a customer-centric mindset in their employees and ensure that it is being consistently applied in daily interactions with customers?

Companies can measure the effectiveness of their efforts to instill a customer-centric mindset in their employees by conducting regular surveys or feedback sessions with both employees and customers to assess their satisfaction levels. They can also track key performance indicators related to customer service, such as response times, customer retention rates, and customer feedback scores. Additionally, companies can observe and evaluate employee interactions with customers through mystery shopping or monitoring calls and emails to ensure consistent application of customer-centric principles. Regular training and coaching sessions can also help reinforce the importance of customer-centricity in daily interactions.