Narrative follows performance; communication is the backbone, so leaders should listen to…

When photos surfaced of Carlie Irsay-Gordon on the sidelines with a headset, many mocked her. Today, after a 7-1 start, those same images are being praised.

That’s not a coincidence—it’s a reminder of how narrative follows performance.

The pattern:

• ✅ Winning team? The media searches for leadership genius.

• ❌ Losing team? The same actions are questioned, mocked, or spun as dysfunction.

Why? Because fan sentiment drives clicks, and media feeds the algorithm exactly what the audience wants in that moment.

Here’s what really matters:

Communication is the backbone of any organization.

A great leader doesn’t guess how their team communicates—they listen.

That’s why in Phase 2 of CUENTO Marketing (opens the CUENTO site in a new tab)’s Fan Experience Assessments, we put on headsets. We don’t just evaluate what is happening in the control room or game operations—we dig into why.

• Are cues clear?

• Is feedback constructive?

• Does the team trust the process?

Identifying WHAT is wrong is easy.

Understanding WHY it’s wrong is where transformation begins.

Leadership is not about optics—it’s about clarity, context, and communication.

#Leadership #FanExperience #SportsBusiness #Communication #CUENTO #GameDayOperations