In addition to tracking traditional metrics like customer satisfaction scores and net promoter score, how can companies utilize technology or innovative strategies to measure the impact of their customer-centric work culture initiatives on overall business performance and profitability?

Companies can utilize technology such as customer relationship management (CRM) systems to track customer interactions and feedback in real-time. They can also use data analytics tools to analyze customer behavior and trends to identify areas for improvement. Innovative strategies like implementing customer journey mapping and conducting regular employee training on customer-centric values can help ensure that the company's culture is aligned with customer needs and expectations. By measuring key performance indicators related to customer loyalty, retention, and lifetime value, companies can assess the direct impact of their customer-centric initiatives on business performance and profitability.