Chapter 11 | Leveraging Real Customer Insights and Stories to Accelerate Growth

“In the experience economy we operate in today, having a formal initiative in place to capture customer insights and stories is no longer an option. It’s an absolute requirement for doing business.”

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

“Executives can talk about how the company is making a difference in the world, but without real stories that illustrate the impact the company is having on customer lives … the message falls flat.”

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

“Remember, they won’t care about metrics and data until they care about the customer. By sharing real stories in daily work activities, employees will start to listen to, understand and empathize with your customers.”

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