How can leaders measure and track the success of implementing a customer-centric culture within their organization, and what key metrics should they be looking at to ensure alignment with customer satisfaction goals?

Leaders can measure and track the success of implementing a customer-centric culture by analyzing customer feedback, conducting surveys, and monitoring customer satisfaction scores. Key metrics to consider include Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), Customer Effort Score (CES), and customer retention rates. By regularly monitoring these metrics, leaders can ensure that their organization is aligned with customer satisfaction goals and continuously improving the customer experience.