How can a company ensure that its customer-centric culture is not just a temporary initiative, but a sustained and ingrained part of its business operations for the long term?

A company can ensure that its customer-centric culture is sustained for the long term by incorporating it into every aspect of its operations, from hiring practices to performance evaluations. Leadership must consistently communicate the importance of customer-centricity and lead by example. Regularly soliciting feedback from customers and employees can help identify areas for improvement and reinforce the importance of customer satisfaction. Finally, investing in ongoing training and development programs focused on customer service can help employees understand the value of a customer-centric approach and embed it into the company's culture.