How can companies effectively measure the success of their customer experience improvements that were driven by internal feedback, and what strategies can they use to continuously monitor and adapt their customer-centric culture over time?

Companies can effectively measure the success of their customer experience improvements by tracking key performance indicators such as customer satisfaction scores, Net Promoter Score, and customer retention rates. They can also analyze customer feedback and complaints to identify areas for improvement. To continuously monitor and adapt their customer-centric culture over time, companies can implement regular customer surveys, conduct focus groups, and use social listening tools to gather real-time feedback. Additionally, they can establish a customer experience team dedicated to monitoring trends and implementing changes based on customer insights.