Medallia’s PDF emphasizes that building a customer-centric culture is essential for long-term success, as seen in companies like Nordstrom and USAA. Such a culture relies on six core dimensions: high trust, customer orientation, learning, open communication, living values, and being action-oriented. However, culture alone is insufficient—tangible management practices such as leadership support, training, goal clarity, collaboration, empowerment, and feedback are critical to bringing these values to life. Alignment between culture and practices significantly boosts employee engagement, which in turn enhances the customer experience and drives competitive advantage.

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