If I was to ask team members within your business to define the customer experience you are committed to consistently deliver how many would be able to answer and how consistent would the answers be.
The reason I ask is because I have just been doing this and guess what you would not believe the replies, the inconsistency and the great stories. If only they were the reality.
One of the main reasons you and I are not having consistently delivered, quality customer experiences is yes! You got it; nobody has defined it so we all make up our own version.