How can companies measure the success of their efforts to embed a customer-centric culture within their organization, and what key performance indicators should they be tracking to ensure ongoing alignment with customer needs and satisfaction?

Companies can measure the success of their efforts to embed a customer-centric culture by tracking key performance indicators such as customer satisfaction scores, Net Promoter Score (NPS), customer retention rates, and customer lifetime value. They can also monitor metrics related to customer feedback and complaints, as well as employee engagement levels and training completion rates on customer-centric initiatives. By regularly analyzing these KPIs, companies can ensure ongoing alignment with customer needs and satisfaction, and make necessary adjustments to their strategies to improve the overall customer experience.