Thank you for encouraging my behavior! Founder of @UIE. Co-Founder of @CenterCentre. Exploring great user experiences & the wonders of United customer service.
What makes it a strategy is we’re talking about as a measurable outcome: When everyone is talking about a future experience of the user, we’ve achieved the outcome.
How we get to that outcome will be the tactics. In this case, there are many tactics to choose from, each moving us closer to achieving the outcome.