rewrite this Senior management must support the shift towards a customer-centric approach to effectively address the disconnect between perceived and actual service quality. This entails not only a commitment to understanding and enhancing the customer experience but also embedding a culture of adaptability and continuous improvement within the organization. This will ensure alignment with customers' evolving expectations fostering an organization culture of loyalty and securing a competitive edge in the market. Senior management must understand the importance of the investment into these recommendations because not investing can result in serious negative implications to the company