In addition to tracking customer satisfaction scores and NPS, what are some innovative ways companies can measure the intangible aspects of a customer-centric culture, such as empathy, emotional intelligence, and proactive problem-solving skills among employees?

Companies can measure intangible aspects of a customer-centric culture by implementing tools like employee feedback surveys that specifically target empathy, emotional intelligence, and problem-solving skills. They can also conduct regular one-on-one coaching sessions to assess and improve these skills in employees. Utilizing mystery shopping programs and customer feedback analysis can provide insights into how employees demonstrate empathy and proactive problem-solving in real customer interactions. Additionally, companies can incorporate role-playing exercises and scenario-based training to develop and evaluate these skills among employees.