Key of Customer Loyalty links to the CS Employee Manageemnt

It's the E=MC2 of customer loyalty.
Deeply satisfied employee = deeply satisfied customer = lifelong profit.

Harvard Business School professor emeritus James L. Heskett has spent much of his career exploring how satisfied employees and customers can drive lifelong profit.

For details, please refer to the article in below

It is estracting from the article "The New Math of Customer Relationships"
http://hbswk.hbs.edu/item/5884.html

How does it related to HK finance service?

It implies the HR is no longer a supporting function, it can be proactively acting as one of the Customer loyalty driver and act as one of the strategic role to build long term profitability for the company.

Editor wil try share more info in later.