Why do companies experience higher customer and employee satisfaction when employees understand their compa?

If you take the words "why do" out of this, it's a rhetorical query.

Why do companies experience higher customer and employee satisfaction when employees understand their compa?
Employees who understand their company usually have had indoctrination as to the products, services rendered to customers and have been made to feel they are contributing to the success of the operations .If an employee feel that management has faith in his/her judgement he/she will perform better, take a greater interest in the operations and this usually translates into better relations with customers.