How can leaders ensure that their customer-centric culture is not only implemented within their organization, but also sustained and continually improved over time?

Leaders can ensure that their customer-centric culture is implemented and sustained by clearly defining and communicating the values and behaviors that support it. They should lead by example and actively involve employees in the process, empowering them to make decisions that prioritize customer satisfaction. Regularly measuring and monitoring customer feedback, employee engagement, and key performance indicators can help leaders identify areas for improvement and make necessary adjustments to maintain a customer-centric focus. Additionally, fostering a culture of continuous learning and innovation, where employees are encouraged to seek out new ways to better serve customers, can help ensure that the organization remains adaptable and responsive to changing customer needs.