How can companies effectively measure the impact of their customer-centric culture on overall business performance, beyond just receiving CX awards?

Companies can effectively measure the impact of their customer-centric culture on overall business performance by analyzing key performance indicators such as customer retention rates, customer satisfaction scores, and net promoter scores. They can also conduct regular customer surveys and feedback sessions to gather insights on how their customer-centric initiatives are impacting customer loyalty and brand perception. Additionally, companies can track financial metrics such as revenue growth and profitability to determine the direct correlation between their customer-centric approach and business success. By integrating these quantitative and qualitative measures, companies can gain a comprehensive understanding of the impact of their customer-centric culture on overall business performance.