Chapter 9 | How CEOs Capture the Customer Experience Opportunity from the Inside Out

“The days of delegating strategic, organizational communication to others are over. C-suite executives must take the reins — like they once did years ago.”

James O’Gara — 40 WAYS TO INCREASE ORGANIZATIONAL CLARITY, ALIGNMENT AND PERFORMANCE.

“As a C-suite executive, it’s time to acknowledge that the new currency in the digital age of business is communication. The ability to develop, deliver and activate a crystal-clear message will define market leaders and laggards in the future.”

James O’Gara — 40 WAYS TO INCREASE ORGANIZATIONAL CLARITY, ALIGNMENT AND PERFORMANCE.

“Employees, partners and customers now have immediate access to the messages being delivered by your organization. And the message starts at the top. So, what’s the story coming out of your C-suite?”

James O’Gara — 40 WAYS TO INCREASE ORGANIZATIONAL CLARITY, ALIGNMENT AND PERFORMANCE.

“Communication pull-through and cadence should be part of every C-suite meeting. It should become a cornerstone of how your team operates month to month, quarter over quarter. The goal is to actively manage a consistent, sustained cadence by which each C-suite executive supports and delivers strategic messages through the technologies that matter most.”

James O’Gara — 40 WAYS TO INCREASE ORGANIZATIONAL CLARITY, ALIGNMENT AND PERFORMANCE.

“You can no longer ignore the impact strategic messages have on business performance and the technologies that are changing how those messages are delivered. Any inconsistency or crack in the armor can negatively impact employee engagement, brand reputation, customer retention and, ultimately, the financial performance of the business.”

James O’Gara — 40 WAYS TO INCREASE ORGANIZATIONAL CLARITY, ALIGNMENT AND PERFORMANCE.

“Modern executives understand that before they can leverage technology in a positive and meaningful way, they first must define the stories they have to tell. The messages that must get through to employees, partners and customers.”

James O’Gara — 40 WAYS TO INCREASE ORGANIZATIONAL CLARITY, ALIGNMENT AND PERFORMANCE.