When it comes to making customers happy, the way a company is set up internally is a big deal. Think of it like the hidden conductor behind the scenes. There are three important things to look at when improving customer experience:

Complexity
Cenetralization/Decentralization
Degree of Formalization 

1. Complexity: Keep It Simple for Happy Customers Having a complicated internal setup can slow things down and make it hard to give customers what they want. Simplifying things helps everyone in the company understand how to make customers happy. 
2. Centralization/Decentralization: Finding the Right Balance Deciding who makes the important decisions is crucial. Too much central control might slow things down, while giving too much power to different teams might make things inconsistent. Striking the right balance helps teams act quickly while keeping things running smoothly.
3. Degree of Formalization: Making Interactions Consistent How strict or flexible the rules are can impact how consistent the company is in dealing with customers. Finding the right level of formality ensures that each customer gets a similar experience while still allowing for flexibility in special cases. 

In simple terms, don’t ignore how the company is set up inside. Making sure it’s straightforward, finding the right balance in decision- making, and having just enough rules all contribute to a better customer experience. It’s like making sure the backstage team is working well to make the show enjoyable for the audience.