As always ... Merchandise > Omnichannel. What good does a seamless customer experience do when there are merchandising issues?
It's the same thing with DirecTV ... #1 in customer service ... but the picture goes out during the Womens World Cup game (hint - the picture = merchandise). You can have all the commercials with talking horses and people on beaches - but none of it matters when there isn't a picture.
We're a half-generation into not focusing on what is most important to our businesses - coupled with an inability to think three steps ahead and understand how short-term decisions yield long-term consequences.
We are smart marketers. All of you reading this, you're smart. Focus on what matters!