How can companies effectively measure the ROI of investing in a customer-centric culture, and what key metrics should be used to track the impact on long-term success and profitability?

Companies can effectively measure the ROI of investing in a customer-centric culture by tracking metrics such as customer satisfaction scores, customer retention rates, and customer lifetime value. These metrics can help quantify the impact of a customer-centric approach on long-term success and profitability. Additionally, companies can also analyze metrics related to employee engagement, such as employee satisfaction and turnover rates, as engaged employees are more likely to deliver exceptional customer experiences. By monitoring these key metrics over time, companies can assess the effectiveness of their customer-centric initiatives and make data-driven decisions to drive business growth.