I love this quote from Celeste Headlee's TED talk on how to have better conversations. It nails the problem with so much other advice, which focuses on replicating the appearance of listening (making eye contact, nodding, repeating what the other person said). This happens all the time in business, as organisations try to copy the surface trappings of successful companies, rather than adopting the core beliefs that enable them.
Notice, as well, that it's not about intention, it's about behaviour. Authenticity is a powerful idea, but it's measured by deeds, not words. You don't need to think about how to seem customer-centric if you do in fact put customers first. You don't need to think about how to show that you value employees if you do in fact value them. Your values are shown by what you do.
Thanks for reading,