How can companies effectively measure the success of their customer-centric culture initiatives and track improvements over time?

Companies can effectively measure the success of their customer-centric culture initiatives by setting clear objectives and key performance indicators related to customer satisfaction, loyalty, and retention. They can track improvements over time by regularly collecting and analyzing customer feedback, conducting surveys, and monitoring customer interactions. Additionally, companies can use metrics such as Net Promoter Score (NPS) and Customer Effort Score (CES) to gauge the impact of their initiatives on customer experience. By consistently measuring and analyzing these data points, companies can assess the effectiveness of their customer-centric culture initiatives and make informed decisions to drive continuous improvement.