COULD YOUR ORGANIZATION BENEFIT FROM GREATER CLARITY AND ALIGNMENT?
In the chaotic business world we operate in today, organizational clarity and alignment doesn’t happen by chance. In his book, James shares how executive teams at high-growth companies leverage clarity and alignment to drive optimal business performance and deliver a superior customer experience.
“A must read for any executive aspiring to establish differentiation in the market and elevate organizational performance.”
Mike Minchew, Global Sales & Marketing Enablement at DXC Technology
Blog
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10 CEO Commitments That Predict CX Success
There are 10 commitments CMOs need to secure from the CEO and C-suite if they are to achieve lasting customer experience success. 1. Commitment to Customer Centricity. First and foremost, the CEO must make customer centricity a cornerstone of the company’s business strategy. The CEO must commit to driving customer [...]
10 Commitments CMOs Need from CEOs
Securing executive alignment and clearly defined priorities in support of the customer experience is crucial. Yet, so few companies have a game plan for making this happen. In most cases customer experience, as a priority within the business, originates and stagnates within customer service or call center departments. The initiative fails [...]
Infusing Story and Strategy Into Company Culture
Ensuring every employee can instinctively activate your corporate story and strategy in the customer experience requires unwavering commitment and persistence. To make this happen, CMOs must infuse the corporate story and strategy into the company’s culture. But, how? It takes unwavering commitment from the executive team. For employees to embrace [...]
Why Delivering a Consistent Story Matters
Insight Agents, a strategy consultancy, described the critical nature of consistent messaging when they noted, “… clear and consistent messaging across all channels is vital in providing an authentic, believable and coherent customer experience.” What this means is if you want your message to be a difference maker, your story [...]
How Your Strategy and Story are Intrinsically Connected
Every meaningful story includes an underlying theme, characters, setting, plot, conflict, resolution and audience. Your business strategy has many of these same elements: Theme: Your company’s vision and purpose Characters: Your employees, products and services Setting: Your industry, market and competitive environment Plot: Your strategic plans and initiatives Conflict: The challenges, [...]
How Your Words and Actions Define Your Customer Experience
More than ever before, businesses operate in a world of transparency. The always-connected-and-consuming buyer has unprecedented access to your organization. Your strategy and story are visible to anyone, anywhere, at any time. How your business operates, what your organization believes in, the actions employees take and the words you use to [...]
Resources
Below are thought leadership and educational articles written by OnMessage. These articles often appear in CEO Communicator Magazine, the digital publication for C-suite executives and business leaders who aspire to achieve excellence in communications.
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