I came across this quote that comes from a leading organization in the field of customer experience excellence:
At Zappos they state that, “Customer service isn’t just a department. We’ve been asked by a lot of people how we’ve grown so quickly, and the answer is actually really simple… We’ve aligned the entire organization around one mission: to provide the best customer service possible.”
To me this speaks to the importance of having the entire organization, regardless of where one works or what one’s specific responsibilities are, focused on the design of and delivery of a great customer experience.
From: “The Changing Role of Marketing“