The customer doesn’t care about your org chart. They don’t separate the “marketing experience” from the “operations experience.” It’s all the brand experience.
The most effective CEOs I know break down turf wars and get the C-suite aligned around a single narrative.
Here’s how:
- Create a Brand Council. Bring every major function into one regular meeting focused on the customer experience.
- Speak their language. Show finance how loyalty impacts CAC, HR how it boosts retention, ops how it drives efficiency.
- Share credit. Make wins collective, so every leader has a stake in brand health.
When the C-suite is united, the marketplace feels the confidence — and customers respond.