Decentralized customer satisfaction touch-points

In the Retail marketing arena, customer satisfaction occurs at every contact point the customer has with the company's product. Extending the same concept to IT Services, companies talk about 'customer satisfaction', is it often the case that the initiatives are driven from the top? (e.g. value added services, discounted rates etc.)

If the perception of value and the addition of tangible value truly is added by the 'work on the floor', must the developers not be 'empowered and mentored' to enhance these 'customer satisfaction touch-points'? Thereby, taking customer satisfaction initiatives from a 'top driven' approach to a more 'decentralized' one?

Employee loyalty

Is it possible to quantify the true value of employee loyalty to an organization? What do we mean when we say 'he/she is loyal as compared to the next person' - is it only longevity that contributes to loyalty? Can employees perform at their best and be considered 'not loyal'?