"Delight the customer" is meaningless drivel, not a "strategic objective"
"Delight" is not really a quantifiable idea, and you know what? That's exactly how the top dogs want it.
I wish that once in a blue moon, executives at companies used terms that meant anything when describing how they do business. One of the newest (5-10 years?) of this ilk is "Delight the customer." Logically this comes about from the rise of Amazon, which is focused on beating you to death on margins and not paying taxes -- sorry, sorry, I meant delighti…
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