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.


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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


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.