Mature companies routinely perform a set of sound, standard practices that result in a high-quality outcome. It's true for manufacturers--they don't get up in the morning and start pondering how they'll produce high-quality widgets that day. Similarly, retailers have practices for keeping their supply chains flowing and their shelves stocked, and media companies have practices for getting the news online and into print. That's how grown-ups do business.
Companies that want to produce a high-quality customer experience also need to routinely perform a set of sound, standard practices. These practices fall under six high-level disciplines: strategy, customer understanding, design, measurement, governance, and culture.
