Strategy Edge

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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 programs, leadership, employee engagement and brand 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.

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Strategy Edge

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Ep 5 - Part 1 - CX NPS Scores Without Insights Are Meaningless

26 ENE. 2024 · In 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 invaluable insights. 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.

Escuchado 17m 35s
S1 Ep 4 (Part 2) - The Economic Power of Emotions (Audio)

19 DIC. 2023 · In 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 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.

Escuchado 13m 25s
S1. Ep 4 - (Part 1) The Economic Power of Emotions In Business

15 DIC. 2023 · In 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 in CX scores. Challenging the idea of purely pragmatic B2B decisions, Chris explores emotions' hidden influence. He navigates planning, measurement, and active management of emotions in delivering exceptional customer experiences, emphasizing their pivotal role in achieving superior CX.

Escuchado 20m 42s
S1 Ep 3 - CX-NPS® is easy to understand but hard to execute

5 DIC. 2023 · In 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 strategic tool, which is not as easy to execute as it is in theory to understand. 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.

Escuchado 21m 51s
S1 Ep 2 - Who is an Ideal Customer?

28 NOV. 2023 · Unlock 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 it's more than just superficial gestures; it's about cultivating genuine loyalty and advocacy. From debunking traditional approaches to exploring strategic research insights, this episode redefines what it truly means to deserve your customers. Tune in for eye-opening revelations that'll transform your business strategy and set you on the path to sustainable success!

Escuchado 14m 1s
S1. Ep.1 - Why do most CX/NPS® Programs fail?

21 NOV. 2023 · Join 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 decipher why many fail and learn the keys to enduring success?

Escuchado 14m 56s