How can leaders effectively measure and track the emotional connection of established employees to the customer experience goals of the company, and what strategies can be implemented to address any potential disconnects?

Leaders can measure and track the emotional connection of established employees to customer experience goals through regular feedback surveys, one-on-one meetings, and observation of employee interactions with customers. Strategies to address potential disconnects include providing training and development opportunities to enhance employees' understanding of customer needs, creating a culture that values and rewards customer-centric behaviors, and fostering open communication channels to address any concerns or issues that may arise. Additionally, leaders can lead by example by demonstrating their own commitment to customer experience goals and actively involving employees in decision-making processes related to customer satisfaction.