How can companies ensure that their customer-centric culture is sustained and continuously improved over time, rather than just being a temporary initiative?

Companies can ensure that their customer-centric culture is sustained and continuously improved by embedding it into their core values and mission statement. They should invest in ongoing training and development for employees to ensure they understand the importance of customer satisfaction. Regularly collecting feedback from customers and employees, and using this data to make informed decisions, can help drive continuous improvement. Additionally, recognizing and rewarding employees who exemplify customer-centric behavior can further reinforce the importance of this culture within the organization.