How can companies measure the success of their efforts in cultivating a culture of customer-centricity within their organization, and what key metrics should they track to ensure ongoing improvement in customer satisfaction and loyalty?

Companies can measure the success of their customer-centric culture by tracking metrics such as customer satisfaction scores, Net Promoter Score (NPS), customer retention rates, and customer lifetime value. These metrics can provide insights into how well the company is meeting customer needs and expectations. Additionally, companies can conduct regular customer feedback surveys, analyze customer complaints and compliments, and monitor social media and online reviews to gauge customer sentiment and identify areas for improvement. By continuously monitoring these key metrics and actively seeking feedback from customers, companies can ensure ongoing improvement in customer satisfaction and loyalty.