How can companies measure the success of their efforts in fostering a customer-centric culture and ensuring that employees consistently prioritize customer satisfaction over meeting KPIs?

Companies can measure the success of their efforts in fostering a customer-centric culture by tracking metrics such as customer satisfaction scores, Net Promoter Score (NPS), and customer retention rates. They can also conduct regular employee surveys to gauge their understanding and commitment to prioritizing customer satisfaction over meeting KPIs. Additionally, companies can analyze customer feedback and complaints to identify areas for improvement and ensure that employees are consistently delivering exceptional customer service. Regular training and development programs focused on customer-centric values can also help reinforce the importance of prioritizing customer satisfaction within the organization.