In addition to tracking customer satisfaction scores and retention rates, how can companies effectively measure the intangible benefits of implementing a customer-centric mindset, such as improved brand perception and customer advocacy? What strategies can businesses utilize to quantify the impact of a customer-centric approach on these softer metrics?

In order to measure the intangible benefits of a customer-centric mindset, companies can conduct surveys or focus groups to gather qualitative feedback on brand perception and customer advocacy. They can also analyze social media sentiment and online reviews to gauge public perception. Businesses can quantify the impact of a customer-centric approach by tracking metrics such as net promoter score, customer lifetime value, and customer referral rates. Additionally, they can use tools like customer journey mapping and customer satisfaction surveys to identify areas where improvements in customer experience can lead to increased brand perception and advocacy.