I have been working with senior leaders since the early 1980’s on strategies and learning that helps create exceptional employee and customer experiences.
One of the first things we typically ask senior leadership is if there is anyone inside of their organization they think does not have an impact on the external customer’s experience.
In the history of asking this question, not one senior leader has ever identified someone in their organization they did not think impacted their external customer experience, loyalty and perception of the brand.
Every person inside your organization can and does impact the customer experience, and thus, customer loyalty.
To create customer loyalty requires that you first have great internal service from individual to individual and work group to work group so you can consistently create exceptional experiences for your external customers.
This internal service cooperation, in my mind, is one of the biggest strategic advantages any organization can obtain in the war for customers and their loyalty.