In the natural world, the higher up an animal is on the food chain, the less efficient it is to eat the animal.
In the working world, the same holds true when it comes to decision making. Instead of losing energy while moving from one trophic level to the next, you decrease your customer service experience. The best customer service is created at the point of service, while the lowest is experienced when decisions are made by corporate.
Upper-level executives: have faith that your employees can provide the same level of customer service that you expect as “now determines wow.”