Love this video from Jeff Bezos. Customer experience is important, no word… but there is another thing in this video I like. Customer Experience is stable in time, but a strategy not.
That is one of the most common mistakes companies do. They have a strategy but no real vision. Maybe they have one on the paper but their acting follows just the strategy and if the strategy changes their acting often goes in an entire different direction.
To get it to the point: A vision is for 10 years or longe, a strategy maybe just for 1 or 2 years. So the vision should give each strategy a common and long-term direction…. and customer experience is vision, not a strategy.