Welcome to the November 2023 edition of the Engaged Strategy newsletter – Engaging Times – your indispensable companion in navigating the ever-evolving landscape of Customer Experience (CX) and Net Promoter Score® (NPS) strategies in today’s dynamic business environment. As technology continues to advance at an unprecedented pace, the demand for robust CX and NPS programs has never been more pressing. In addition, we also cover Employee Engagement and Brand strategies.

What’s in the Newsletter?

In this edition of Engaging times you will find an array of enlightening content aimed at empowering businesses to navigate and harness the potential of these transformative trends:

  • Chris’ New Podcast: Dive into the world of strategic innovation with Christopher Roberts’ latest podcast, Strategy Edge. In this series, Chris explores the frontiers of business strategy, delving into cutting-edge concepts, success stories, and tactical insights to propel your organization toward sustainable growth. Episode 1 was launched on the 23rd of November 2023.
  • Chris’ New Book Among Top-10 Must-Reads of 2023: Gain valuable perspectives from Chris’ recent book, “10 Reasons Why CX/NPS® Programs Fail”. Discover the pivotal factors contributing to the success or failure of CX and NPS initiatives, offering actionable insights to avoid pitfalls and elevate your strategies.
  • Success Story: Delve into a compelling success story that illustrates the transformative power of customer-centric strategies coupled with employee engagement. Learn from a real-world example where Engaged Strategy’s methodologies drove remarkable improvements in CX, NPS, and overall business success;

…& more.

LATEST UPDATES

Listen Now

What's In The Podcast?
Join brand interventionist Christopher Roberts on Strategy Edge, where we dive deep into the realm of Customer Experience (CX) and Net Promoter Score® (NPS®) programs. This podcast is your definitive guide to mastering the art of developing and managing comprehensive CX and NPS strategies that drive substantial brand growth.

In each episode, Christopher Roberts, the creator of the Total Engagement Model®, shares invaluable insights, critical strategies and actionable tips tailored to both established brands and those seeking to carve their path to success.

With a wealth of experience in CX and NPS methodologies, Chris unveils the secrets to creating customer-centric approaches that elevate brands to new heights.

Listeners can anticipate engaging discussions and practical advice on topics such as:

  • Crafting Customer Experience Programs: Unveiling the framework for designing and implementing customer-centric strategies that resonate with today’s customers in a dynamic market.
  • Navigating the Net Promoter Score (NPS): Understanding the nuances of NPS, and how to effectively utilise and interpret this metric for sustainable business growth.
  • Building Brand Loyalty: Exploring techniques to foster customer loyalty and turn brand enthusiasts into Promoters.
  • Strategies for Growth: Unravelling the keys to leveraging CX and NPS to drive substantial brand growth and elevate market positioning.

Whether you’re a CX enthusiast, a business professional seeking to enhance customer satisfaction, or an industry newcomer eager to learn from the best, the Strategy Edge podcast is your compass to navigate the intricate world of customer-centric business strategies.

Tune in regularly to unlock insider secrets, proven methodologies and practical wisdom that will equip you with the tools to revolutionise your brand’s approach to customer experience and ensure sustainable business growth.

Get ready to sharpen your strategies, gain a competitive edge, and propel your brand forward on the Strategy Edge podcast with Christopher Roberts!

Purchase Now

Here's Why You Need To Read This Book
In the ever-evolving landscape of customer experience (CX), staying ahead of the curve is not just a competitive advantage, but a necessity. Engaged Strategy is thrilled to announce that Christopher Roberts’ new book, “10 Reasons Why CX/NPS® Programs Fail,” has been featured among the Top 10 CX books to read in 2023 by MartechVibe, a global digital magazine on marketing technology and customer experience.

This book is a must-read for every business leader and CX enthusiast looking to drive meaningful change in their organisations. And here’s why:

Invaluable Insights: “10 Reasons Why CX/NPS Programs Fail” offers a wealth of practical insights drawn from Christopher Roberts’ extensive experience in CX and NPS®, and in recovering brands from the worst to the BEST.

Avoid Common Pitfalls: Learn how to steer clear of the most common mistakes that hinder the success of CX and NPS initiatives, saving your organisation time and resources.

Achieve Real Results: Discover strategies and best practices that can transform your CX and NPS efforts from well-intentioned initiatives to impactful drivers of customer loyalty and business growth.

Stay Competitive: In today’s hyper-competitive market, understanding the intricacies of NPS is essential for staying relevant and maintaining a competitive edge.

Enhance Customer Loyalty: Gain the knowledge and tools to foster lasting customer loyalty, increasing the lifetime value of your customer base.

Employee Engagement: Learn how to engage and empower your employees to deliver exceptional customer experiences, a critical factor in CX success.

Adapt to Change: In an era of rapid change, adaptability is key. This book equips you with the strategies to adapt your NPS programs to evolving customer expectations.

Maximise ROI: Ensure that your CX and NPS investments yield a maximum return on investment by avoiding costly missteps.

Elevate Your Career: For CX professionals, understanding the common pitfalls and solutions is a career-enhancing skill set that can propel you to new heights.

Elevate Your Organisation: Implementing the lessons from this book can lead to a transformative shift in your organisation’s CX culture, enhancing its reputation and success.

Don’t miss out on the opportunity to enhance your CX knowledge and skills. “10 Reasons Why CX/NPS Programs Fail” is your guide to unlocking the full potential of your CX initiatives.

BUSINESS GAUGE

How often do you include your customer in your strategy meetings?
Find out the economic benefits of this practice.

For privacy reasons YouTube needs your permission to be loaded.
I Accept
Click here to watch more Byte-Sized Business Insights

THOUGHT CATALYST

SUCCESS STORY

Unlocking Millions in Profit: A Remarkable Customer & Employee Engagement Success Story 

Discover how a groundbreaking customer engagement strategy, tailored specifically for the finance industry, transformed the landscape for a leading financial organisation in Australia. This innovative approach combined a unique customer segmentation approach, customer needs analysis , cross-selling initiatives, and cost-to-serve considerations into a single, cohesive customer program, with impressive results.

The strategy encompassed various elements, including a well-executed staff launch, strong executive involvement, an internal staff program, new performance metrics, and an inventive team-based incentive structure. Within a mere 8 months, the company achieved approximately 80,000 incremental sales, witnessed a substantial increase in share of wallet, and significantly bolstered its contribution to profit.

Download the Success Story

IN THE MEDIA

Have You Identified The Silent Killer In Your Business Yet?

Must Read For Business Leaders

It's time to de-weed your business & help it grow strong.

Tapping The Power Of Customer Emotions

Economic Power of Emotions

A must-read for CX Professionals

About Christopher Roberts

Christopher Roberts, the visionary force behind Engaged Strategy, brings unparalleled expertise and innovation to the realm of business strategy. As the Managing Director of Engaged Strategy and the creator of the Total Engagement Model®, Chris is a recognised authority in CX, NPS, and employee engagement, but more importantly, to Brand Strategy as a whole. His unwavering commitment to excellence and profound insights into customer-centric strategies has helped organisations across 20+ industries achieve success.

Engaged Strategy stands at the forefront of the CX and NPS evolution, offering transformative guidance and strategic direction to businesses across industries. Rooted in empirical research and innovative thinking, Engaged Strategy’s methodologies have empowered companies to deliver exceptional customer experiences, amplify brand loyalty, and drive sustainable growth.

Join us on this transformative journey toward customer-centric excellence. Explore the realms of strategic innovation, gain actionable insights, and unearth success stories that will inspire and propel your organization toward unprecedented success.

NPS®, Net Promoter® and Net Promoter Score® are registered trademarks of NICE Satmetrix Systems, Inc., Bain & Company and Fred Reichheld.