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Our Perspective

What this means for leaders navigating growth, change or transformation in their organisation.

The Real Risk

The threat isn’t change itself; it’s unmanaged change. When messaging shifts without shared rules, the brand fragments. Sales decks diverge from the site, regional teams reinterpret intent, and leaders spend time re-litigating choices. Externally, customers hear a moving promise and take longer to commit because they’re unsure what will hold true next quarter. Treat messaging as an operating system, not a campaign line: some elements are durable, others are designed to flex. Clarity on that boundary is what preserves trust while keeping pace.

Build A Durable Core

Start by defining a core narrative that belongs to the next phase, not the last campaign. It should set the audience priorities, the problem you’re best placed to resolve, the specific outcomes you enable, and how you prove it.

• Problem framing: the change in the customer’s world you make simpler.
• Promise: the value you commit to deliver, in plain language.
• Proof architecture: 3–5 repeatable evidence themes.
• Audience priorities: who matters most now, and why.

Codify this into a brief that fits on one page. If it can’t travel, it won’t scale.

Govern The Edges

Then put governance around what flexes. Set a quarterly review to examine signals, with named owners and clear decision rights. Decide in advance which changes trigger a core update versus a campaign-level adjustment, so pace never undermines consistency. In our experience with leadership teams at inflection points, the turn comes when messaging decisions move from opinion debates to rule-based choices.

• Agree triggers: material product shifts, a new segment crossing a revenue threshold, competitor claims gaining traction, or recall falling below a set level.
• Separate “how we say it” (expression) from “what we stand for” (core) to avoid accidental rewrites.
• Close the loop with win/loss and journey data to check for unintended drift.

McKinsey observes that consistent delivery across the journey is linked with revenue uplifts of up to 15% while bringing down cost to serve by as much as 20%—discipline pays.

Leadership Implications

Three practical moves keep the rhythm healthy without endless reinvention:

• Protect the core: treat it as the non-negotiable reference for planning, hiring, and investment.
• Put change on a clock: a regular cadence reduces anxiety and makes decisions faster.
• Equip the front line: shared stories, tight proof points, and training ensure customers hear one message in many voices.

Get the rhythm right and your brand becomes easier to buy and easier to operate—clear enough to trust, flexible enough to win as the market moves.

Sources:

• The three Cs of customer satisfaction: Consistency, consistency, consistency — McKinsey

1. Evolving Messaging for Growth: Mid-Market Strategies
2. Messaging and Positioning: The Strategic Link
3. Key Metrics for Assessing Messaging Effectiveness