Strategy Edgehttps://www.spreaker.com/podcast/strategy-edge--6009392
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.]]>enBusinessCopyright Engaged Strategyhttps://d3wo5wojvuv7l.cloudfront.net/t_rss_itunes_square_1400/images.spreaker.com/original/68c37bea593bd0a581b14a336d98dd79.jpgStrategy Edgehttps://www.spreaker.com/podcast/strategy-edge--6009392Fri, 26 Jan 2024 07:13:57 +0000Engaged StrategyEngaged Strategykeerthana.venkatesh@engagedstrategy.com.auJoin 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...
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.]]>cleanepisodicEp 5 - Part 1 - CX NPS Scores Without Insights Are Meaninglesshttps://www.engagedstrategy.com.au/strategy-edge-podcast/
Chris challenges conventional views on sample sizes and representativeness, urging businesses to focus on the quality of responses over quantity.

Gear up to revolutionise your approach to surveys and make impactful business decisions.]]>https://api.spreaker.com/episode/58453087Fri, 26 Jan 2024 07:13:55 +0000Engaged StrategyIn the first half of Episode 5, join Christopher Roberts as he delves into the intricacies of survey dynamics. Uncover the misunderstood objectives behind surveys, where it's not merely about chasing scores or response rates, but the quest for...
Chris challenges conventional views on sample sizes and representativeness, urging businesses to focus on the quality of responses over quantity.

Gear up to revolutionise your approach to surveys and make impactful business decisions.]]>1056clean15fullS1 Ep 4 (Part 2) - The Economic Power of Emotions (Audio)https://www.spreaker.com/episode/s1-ep-4-part-2-the-economic-power-of-emotions-audio--58062145"10 Reasons Why CX/NPS Programs Fail", Christopher Roberts, delves deeper into the critical role of emotions in customer experiences. He distinguishing key emotions crucial for both B2B vis-a-vis B2C sectors.

Chris explores the sources responsible for delivering these emotions—primarily staff, either directly or indirectly, and technology, using examples like the Disney on-hold experience to illustrate their impact.

He highlights how leveraging emotions strategically can be a potent differentiator in the market, urging businesses to recognise the immense economic value of emotions in driving customer loyalty and recommendations, far beyond mere operational or transactional aspects.]]>https://api.spreaker.com/episode/58062145Tue, 19 Dec 2023 18:21:23 +0000Engaged StrategyIn Part 2 of Episode 4 on the Strategy Edge podcast, brand interventionist and author of "10 Reasons Why CX/NPS Programs Fail", Christopher Roberts, delves deeper into the critical role of emotions in customer experiences. He distinguishing key..."10 Reasons Why CX/NPS Programs Fail", Christopher Roberts, delves deeper into the critical role of emotions in customer experiences. He distinguishing key emotions crucial for both B2B vis-a-vis B2C sectors.

Chris explores the sources responsible for delivering these emotions—primarily staff, either directly or indirectly, and technology, using examples like the Disney on-hold experience to illustrate their impact.

He highlights how leveraging emotions strategically can be a potent differentiator in the market, urging businesses to recognise the immense economic value of emotions in driving customer loyalty and recommendations, far beyond mere operational or transactional aspects.]]>806clean14fullS1. Ep 4 - (Part 1) The Economic Power of Emotions In Businesshttps://www.spreaker.com/episode/s1-ep-4-part-1-the-economic-power-of-emotions-in-business--58015459https://api.spreaker.com/episode/58015459Fri, 15 Dec 2023 05:10:15 +0000Engaged StrategyIn Part 1 of Episode 4 of Strategy Edge, Christopher Roberts delves into the powerful role of emotions in business. Referencing Maya Angelou and a coffee shop scenario, he highlights how emotions outweigh product improvements and drive up to 70 points...1243brand,branding,brandstrategy,business,chrisroberts,christopherroberts,customerexperience,engagedstrategy,netpromoterscore,strategyedgeclean14fullS1 Ep 3 - CX-NPS® is easy to understand but hard to executehttps://www.engagedstrategy.com.au/strategy-edge-podcast/
Chris Roberts provides actionable insights to turn NPS into a catalyst for driving exceptional business results, and how it must be done right. This episode is crucial for those business leaders seeking to elevate their strategies, cultivate customer-centric approaches, and achieve substantial business growth through NPS utilisation.
]]>https://api.spreaker.com/episode/57915455Tue, 05 Dec 2023 22:00:02 +0000Engaged StrategyIn this episode of Strategy Edge, brand interventionist Christopher Roberts unveils the transformative potential of NPS as more than just a metric. For business leaders and CX managers, this discussion is an essential guide to leverage NPS as a...
Chris Roberts provides actionable insights to turn NPS into a catalyst for driving exceptional business results, and how it must be done right. This episode is crucial for those business leaders seeking to elevate their strategies, cultivate customer-centric approaches, and achieve substantial business growth through NPS utilisation.
]]>1312clean13fullS1 Ep 2 - Who is an Ideal Customer?https://www.spreaker.com/episode/s1-ep-2-who-is-an-ideal-customer--57828173https://api.spreaker.com/episode/57828173Tue, 28 Nov 2023 22:00:03 +0000Engaged StrategyUnlock the secrets to winning over your IDEAL customers in the latest Strategy Edge podcast episode. Brand interventionist Christopher Roberts delves into the intricate art of identifying, attracting and maintaining those dream clients. Discover why...842clean12fullS1. Ep.1 - Why do most CX/NPS® Programs fail?https://www.spreaker.com/episode/s1-ep-1-why-do-most-cx-nps-programs-fail--57627606https://api.spreaker.com/episode/57627606Tue, 21 Nov 2023 22:30:02 +0000Engaged StrategyJoin Christopher Roberts as he unveils the hidden pitfalls behind the downfall of most CX/NPS® programs. Uncover the untold secrets and discover the crucial insights that can transform the fate of customer experience strategies. Are you ready to...897clean11full