STRATEGY EDGE

Christopher Roberts
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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 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 are 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! About Christopher Roberts Christopher Roberts is a leading authority in Customer Experience (CX) and Net Promoter Score® (NPS) strategies. With over 20 years of experience, Chris is the creator of the Total Engagement Model and is recognised as a seasoned brand interventionist. He is the author of “10 Reasons Why CX/NPS Programs Fail” and the managing director of Engaged Strategy. In the Strategy Edge podcast, Chris shares insights on developing comprehensive strategies to drive brand growth.

  1. 11/11/2025

    1 in 2 Gen Z employees will leave your workplace in 2 years.

    The Strategy Edge Season 3 Is Here! 1 in 3 Gen Z employees are disengaged at work — and half plan to leave within two years. The cost? Millions in lost productivity, innovation, and trust. In our new season of The Strategy Edge podcast, Christopher Roberts unpacks The Gen Z Engagement Crisis — a leadership wake-up call that’s hitting organisations across India, Australia, and beyond. 👉 Why are Gen Z employees walking out? 👉 What are the hidden financial drains no one is tracking? 👉 And what can business leaders do today to turn this around? 🎧 Listen to Episode 1 now — Why Gen Z Engagement Matters Now. Discover why disengagement isn’t a generational issue — it’s a leadership one. Download the full national study: Gen Z Crisis at the Workplace Calls for Urgent Alignment Book a no-obligation consultation with Christopher Roberts to interpret your own results.

    17 min
  2. S2: Ep 7: Ensure High-Quality CX Amid Market Disruption | Christopher Roberts & Saurabh Khullar

    10/09/2024

    S2: Ep 7: Ensure High-Quality CX Amid Market Disruption | Christopher Roberts & Saurabh Khullar

    Brand interventionist Christopher Roberts sits down with Saurabh Khullar, Chief CX Officer at TVS Motor Company, to talk about the exponential growth of the brand that has been extremely popular for its two-wheelers in India for decades. TVS Motor now (2024) ranks among the Top 5 two-wheeler manufacturers in the world, but what's exciting is the brand's use of NPS® to measure key touchpoint interactions beyond just the 2-question approach. This has helped it manage intricate customer journeys and obtain granular insights for various teams across the organisation, driving success in a highly disruptive market. Chapters 00:00 Teaser 3:24 Introduction to TVS and Saurabh Khullar 5:32 TVS' Engineering Legacy and Global Expansion 8:38 Creating Staff Accountability to Navigate Through a Disruptive Market 13:17 Leveraging NPS® For Granular Insights 19:08 Digital and AI for Business Transformation 20:48 The TVS Culture – Total Quality Management + Innovation 23:33 Establishing a Unique Customer Value Proposition 26:31 Engaging Communities and Building Loyalty 29:51 Advice for Chief Customer Experience Officers 32:55 Conclusion About Christopher Roberts Christopher (Chris) Roberts is the creator of the Total Engagement Model®, which is a proprietary tool designed to help organisations align their business to their unique value proposition. It is taught as part of the curriculum at universities in Australia & New Zealand. He is also the Founder and Managing Director of Engaged Strategy, which is the world’s first Net Promoter® Loyalty Partner. Throughout his career, Chris has achieved record margins, sales and market share results via innovative marketing strategies that have always been based on strong customer insight and frontline staff engagement. About Saurabh Khullar With over 21 years of experience across industries, Saurabh Khullar is currently at the helm of *TVS Motors’ CX, digital and AI initiatives. He has positioned the company at the forefront of mobility disruption. His “experience-first thinking” ensures customer-centric innovations that keep traditional brands competitive in a rapidly evolving market. To watch all the episodes of Season 2 of Strategy Edge, click here https://www.youtube.com/playlist?list=PLoBbwHzRXA07wIlkPXjqmnZaeDZ5rNike To watch Season 1 of Strategy Edge, click here https://www.youtube.com/playlist?list=PLoBbwHzRXA05tvygl0SoP-o-ByaFz50FE Disclaimer: The views, opinions, and thoughts expressed by the guests on this podcast, Strategy Edge, are solely their own and do not necessarily reflect the views, opinions, or positions of Engaged Strategy. Engaged Strategy does not endorse or assume responsibility for any comments made by the guests during the podcast. The Total Engagement Model® is a registered trademark of Engaged Strategy Pty Ltd and Christopher Roberts. NPS®, Net Promoter® and Net Promoter Score® are registered trademarks of NICE Satmetrix Systems, Inc., Bain & Company and Fred Reichheld.

    30 min
  3. S2: Ep 6: How to Increase NPS® by 80+ Points | Christopher Roberts & Michael Corcoran Strategy Edge

    09/17/2024

    S2: Ep 6: How to Increase NPS® by 80+ Points | Christopher Roberts & Michael Corcoran Strategy Edge

    In this new episode of Strategy Edge, Michael Corcoran, former Trustee Services Manager of Club Suer, reveals to brand interventionist Christopher Roberts the game-changing strategies that helped him take his super fund's NPS from average to exceptional. Discover how he transformed customer feedback into a powerhouse for growth and engagement. Don’t miss out on these invaluable insights! Purchase "10 Reasons Why CX/NPS® Programs Fail" by Christopher Roberts here: https://bit.ly/479y2sj Schedule your obligation free one on one meeting with Christopher Roberts here https://bit.ly/meet-with-es Chapters 00:00 Teaser to the episode 3:46 Introduction to Michael Corcoran 5:40 Understanding Superannuation and its Challenges 9:03 Business Challenges of Club Super – a Superannuation Fund 11:33 Importance of Crystallising Strategic Intentions 12:02 Embedding the NPS® Program at All Levels 17:28 Operationalising the Strategic Intentions 21:50 Role of Leadership in NPS® Success 25:16 NPS® as an Organisational Discipline 29:19 Link between NPS® and Economics 31:50 Advice to CEOs embarking on the NPS® Journey 44:09 Concluding thoughts About Christopher Roberts Christopher (Chris) Roberts is the creator of the Total Engagement Model®, which is a proprietary tool designed to help organisations align their business to their unique value proposition. It is taught as part of the curriculum at universities in Australia & New Zealand. He is also the Founder and Managing Director of Engaged Strategy, which is the world’s first Net Promoter® Loyalty Partner. Throughout his career, Chris has achieved record margins, sales and market share results via innovative marketing strategies that have always been based on strong customer insight and frontline staff engagement. About Michael Corcoran Michael Corcoran has had a distinguished career in the financial services industry, primarily within the superannuation sector. Now, as Corporate Governance Partner with Right Source, he supports not-for-profits with governance and Company Secretariat services, including roles as Company Secretary for Freshmark and Sydney Markets Foundation. Passionate about social justice, ESG research, and social impact investing, Michael holds several qualifications in nonprofit governance and social impact, complemented by board experience in the community services sector. He is committed to lifelong learning and improving organizational governance. To watch all the episodes of Season 2 of Strategy Edge, click here https://www.youtube.com/playlist?list=PLoBbwHzRXA07wIlkPXjqmnZaeDZ5rNike To watch Season 1 of Strategy Edge, click here https://www.youtube.com/playlist?list=PLoBbwHzRXA05tvygl0SoP-o-ByaFz50FE Disclaimer: The views, opinions, and thoughts expressed by the guests on this podcast, Strategy Edge, are solely their own and do not necessarily reflect the views, opinions, or positions of Engaged Strategy. Engaged Strategy does not endorse or assume responsibility for any comments made by the guests during the podcast. The Total Engagement Model® is a registered trademark of Engaged Strategy Pty Ltd and Christopher Roberts. NPS®, Net Promoter® and Net Promoter Score® are registered trademarks of NICE Satmetrix Systems, Inc., Bain & Company and Fred Reichheld.

    41 min
  4. S2: Ep 5: Strategic Member-Focus Leads TUH To Win Multiple Industry Awards | Christopher Roberts with Rob Seljak and Cathy McGuane, TUH

    09/04/2024

    S2: Ep 5: Strategic Member-Focus Leads TUH To Win Multiple Industry Awards | Christopher Roberts with Rob Seljak and Cathy McGuane, TUH

    In a challenging category like Health Insurance, what does it take to become an award-winning brand for Outstanding Member Experience and Trust as rated by their very own members? TUH didn’t just compete with the biggest names—they beat them, all thanks to their member-first approach. Discover how they did it and what lessons you can learn in this must-watch episode of Strategy Edge where Rob Seljak, CEO, TUH, and Cathy McGuane, Executive Manager - Member Experiences, TUH in conversation with brand interventionist Christopher Roberts. Purchase "10 Reasons Why CX/NPS® Programs Fail" by Christopher Roberts here: https://bit.ly/479y2sj Schedule your obligation free one on one meeting with Christopher Roberts here https://bit.ly/meet-with-es Chapters 00:00 - Teaser 3:43 – Welcome address 5:02 – TUH’s not-for-profit approach 11:33 – Importance of NPS® To Build A Values-Based Culture at TUH 16:29 – Importance of Understanding Customer Journeys & Addressing Pain Points 22:45 – Key Drivers To Align Staff Towards Organisational Strategy 24:26 – Engaging the Younger Generation 29:48 –Legendary CX Stories of Nordstrom 31:41 – TUH’s CX Stories Aligned to their Values 34:23 – Recognition & Appreciation at TUH 35:45 – TUH’s Value Proposition & Digital Transformation 43:11 – Bridging the Gap between Baby Boomers & Gen Z 52:13 - TUH’s Industry Awards & Value of Trust About Christopher Roberts Christopher (Chris) Roberts is the creator of the Total Engagement Model®, which is a proprietary tool designed to help organisations align their business to their unique value proposition. It is taught as part of the curriculum at universities in Australia & New Zealand. He is also the Founder and Managing Director of Engaged Strategy, which is the world’s first Net Promoter® Loyalty Partner. Throughout his career, Chris has achieved record margins, sales and market share results via innovative marketing strategies that have always been based on strong customer insight and frontline staff engagement. About Rob Seljak Rob Seljak is currently Chief Executive Officer (CEO), Teachers Union Health Pty Ltd (TUH), a not-for-profit QLD-based health fund. He is an innovative and strategic leader. With extensive Board experience across health and IT sectors, he aligns personal values with TUH’s vision, driving positive change in the private healthcare industry. About Cathy McGuane Cathy McGuane is the Executive Manager - Member Experiences at TUH. She is also the Chair of Stadiums Qld (SQ), leading a $3.4 billion portfolio and playing a pivotal role in securing the 2032 Olympic Games. With nearly 30 years of experience in finance and health insurance, she has driven strategic transformation and governance in various board roles. She’s also an accomplished author and a leader in female director initiatives in sport. To watch all the episodes of Season 2 of Strategy Edge, click here https://www.youtube.com/playlist?list=PLoBbwHzRXA07wIlkPXjqmnZaeDZ5rNike To watch Season 1 of Strategy Edge, click here https://www.youtube.com/playlist?list=PLoBbwHzRXA05tvygl0SoP-o-ByaFz50FE Disclaimer: The views, opinions, and thoughts expressed by the guests on this podcast, Strategy Edge, are solely their own and do not necessarily reflect the views, opinions, or positions of Engaged Strategy. Engaged Strategy does not endorse or assume responsibility for any comments made by the guests during the podcast. The Total Engagement Model® is a registered trademark of Engaged Strategy Pty Ltd and Christopher Roberts. NPS®, Net Promoter® and Net Promoter Score® are registered trademarks of NICE Satmetrix Systems, Inc., Bain & Company and Fred Reichheld.

    51 min
  5. S2: Ep 4: Leading From The Front To Achieve Massive NPS® Increases | Leadership Series Podcast

    08/21/2024

    S2: Ep 4: Leading From The Front To Achieve Massive NPS® Increases | Leadership Series Podcast

    In this latest episode of Strategy Edge, brand interventionist Christopher Roberts sits down with Tony Chamberlain, a leader who truly understands the power of hands-on leadership and building winning cultures. Key Takeaways for Business Leaders: - How to create an Organisation-wide Customer-Centric Transformation - How to Lead from the Front and create an organisation-wide impact - Characteristics of a Successful CEO/ Business Leader - Powerful ideas to Engage and Empower your team Tony’s journey from hands-on leadership to guiding CEOs through Vistage is packed with insights that will transform how you lead your business. Tune in and rethink your approach to leadership and organisational culture. Purchase "10 Reasons Why CX/NPS® Programs Fail" by Christopher Roberts here: https://bit.ly/479y2sj Schedule your obligation free one on one meeting with Christopher Roberts here https://bit.ly/meet-with-es Chapters 00:00 Highlights of the episode 3:50 Introduction to Tony Chamberlain 5:22 The Value of Being Customer Centric 8:03 Importance of Calling Detractors 13:26 Role of a Leader in Improving Customer Experience 19:21 Hands-on Leadership for Staff Engagement (Speed Ideation Concept) 25:18 Key Drivers of Employee Engagement 28:25 Benefits of Leadership on the Frontline - Undercover Boss Experience 36:20 Vistage - for CEO Mentorship 39:19 Challenges of a CEO 43:46 Characteristics of a Successful Leader 46:20 Role of Leader in driving powerful Employee Engagement 49:27 Common Mistakes Leaders make when Implementing a Business Strategy 52:16 Engaged Strategy's role in helping Businesses Succeed 53:40 Closing comments About Christopher Roberts Christopher (Chris) Roberts is the creator of the Total Engagement Model®, which is a proprietary tool designed to help organisations align their business to their unique value proposition. It is taught as part of the curriculum at universities in Australia & New Zealand. He is also the Founder and Managing Director of Engaged Strategy, which is the world’s first Net Promoter® Loyalty Partner. Throughout his career, Chris has achieved record margins, sales and market share results via innovative marketing strategies that have always been based on strong customer insight and frontline staff engagement. About Tony Chamberlain Tony Chamberlain is a seasoned business leader who has held the CEO position for about 20 years across a range of industries. He has extensive experience in organisational development and employee engagement. Chamberlain is known for his expertise in transforming business cultures, fostering high-performance teams, and driving leadership excellence. His work often involves guiding companies through change and optimizing their talent management practices to align with long-term business goals. He is currently associated with Bistar Chair as a CEO Mentor and is also the Non- Executive Circuit for IVent. He is also the Chairperson of the Advisory Board of Chain Collective. You can reach out to Tony Chamberlain at https://tonychamberlain.godaddysites.com/ Disclaimer: The views, opinions, and thoughts expressed by the guests on this podcast, Strategy Edge, are solely their own and do not necessarily reflect the views, opinions, or positions of Engaged Strategy. Engaged Strategy does not endorse or assume responsibility for any comments made by the guests during the podcast. The Total Engagement Model® is a registered trademark of Engaged Strategy Pty Ltd and Christopher Roberts. NPS®, Net Promoter® and Net Promoter Score® are registered trademarks of NICE Satmetrix Systems, Inc., Bain & Company and Fred Reichheld.

    55 min
  6. S2: Ep 3: Creating a Family-like Culture in Toyota Industries | Christopher Roberts & Santhosh Rao

    08/13/2024

    S2: Ep 3: Creating a Family-like Culture in Toyota Industries | Christopher Roberts & Santhosh Rao

    In this enlightening conversation on the key role of human resources in building an organisation, brand interventionist Christopher Roberts sits down with Santhosh Rao, the Associate Vice President at Toyota India (TIEI), to explore the nuances of leadership and innovation in the automotive industry. Together, they delve into how Toyota fosters a culture of excellence, adapts to the evolving demands of Gen Z, and prepares for a future where robotic co-workers might become the norm. This episode promises a wealth of insights for anyone interested in the intersection of technology, leadership, and organisational culture. Purchase "10 Reasons Why CX/NPS® Programs Fail" by Christopher Roberts here: https://bit.ly/479y2sj Schedule your obligation free one on one meeting with Christopher Roberts here https://bit.ly/meet-with-es Chapters: 00:00 Episode Highlights 01:05 Introduction to the speaker & Criticality of HR in modern business 02:31 Santhosh Rao unveils his intentions to pick HR for a profession? 03:15 Innovative approaches to Employee Engagement 05:01 Implementing Vision and Values in an organisation 06:22 Role of Leadership in employee engagement 09:31 Quality- Safety- Employee Empowerment 11:52 Managing the new generation workforce 15:19 Measuring employee engagement at Toyota 17:38 Employee Engagement Studies by Engaged Strategy 18:44 Concept of Family culture in Toyota 20:20 Strong organisational communication in Toyota 21:10 Adapting to changing work environments 22:22 Employee engagement amid digitalisation and AI 25:58 Future trends and preparing for change 28:05 Advice for aspiring HR Managers About Christopher Roberts Christopher (Chris) Roberts is the creator of the Total Engagement Model®, which is a proprietary tool designed to help organisations align their business to their unique value proposition. It is taught as part of the curriculum at universities in Australia & New Zealand. He is also the Founder and Managing Director of Engaged Strategy, which is the world’s first Net Promoter® Loyalty Partner. Throughout his career, Chris has achieved record margins, sales and market share results via innovative marketing strategies that have always been based on strong customer insight and frontline staff engagement. About Santosh Rao With over 28 years of HR experience in the manufacturing sector, Santhosh Rao, the Associate Vice President - HR of Toyota Industries (TIEI), India, excels in Global HR practices from Fortune 100 companies. He has a proven track record in diverse cultures, specialising in people development, strategic HR management, and daily HR operations. Honored with the Panchajanya Lifetime Achievement Award among many others, Santhosh’s leadership upholds Toyota’s core values and culture, prepares the workforce for the future, and bridges generational gaps within the company. Disclaimer: The views, opinions, and thoughts expressed by the guests on this podcast, Strategy Edge, are solely their own and do not necessarily reflect the views, opinions, or positions of Engaged Strategy. Engaged Strategy does not endorse or assume responsibility for any comments made by the guests during the podcast. The Total Engagement Model® is a registered trademark of Engaged Strategy Pty Ltd and Christopher Roberts. NPS®, Net Promoter® and Net Promoter Score® are registered trademarks of NICE Satmetrix Systems, Inc., Bain & Company and Fred Reichheld.

    32 min
  7. S2: Ep 2: Inspiring & Leading The Gen Z Workforce - Christopher Roberts and Dr. Jayaraman, ISB&M

    08/06/2024

    S2: Ep 2: Inspiring & Leading The Gen Z Workforce - Christopher Roberts and Dr. Jayaraman, ISB&M

    In this interesting conversation with Dr. Jayaraman, Director (ISB&M, Bangalore); we explore innovative approaches to inspire, motivate, and lead the younger generation where he shares the philosophy of transformative education and discuss how unconventional methods and experiential learning can transform students to be future leaders. This episode also highlights the significance of mental wellness in education and share inspiring success stories of young leaders. We explore strategies for creating a sense of belonging and inclusivity in the workplace, and understand the connection between effective leadership and employee engagement. Join us as we unlock the potential of the next generation and transform the way we inspire and lead young minds. Don't forget to like, share, and subscribe to stay updated on our latest episodes! Purchase "10 Reasons Why CX/NPS® Programs Fail" by Christopher Roberts here: https://bit.ly/479y2sj To know how you can help your Leadership step-up and to enhance employee engagement within your organisation, schedule an obligation-free meeting with Chris Roberts: https://bit.ly/meet-with-es Chapters 0:00 Episode Teaser 1:46 Christopher Roberts' experience of a guest lecture with students of ISB&M 3:35 Introduction to Dr. Jayaraman (guest) 4:25 Dr. Jayaraman's journey from industry to academics 5:42 Creating business leaders 8:29 Reasons behind vacuum of real leadership 9:25 Leadership is about walking the talk 11:00 Helping students break mental shackles 12:52 Fostering "out of the box" thinking 16:16 Fire Walking - Leadership program experience 19:56 Encourage future leaders to think beyond the regular 24:21 How business leaders can inspire Gen Z 27:38 Accepting change 30:52 Reverse Mentoring 32:57 Education adapting to industry demands 36:11 Staff driven by purpose 38:22 Experiential Learning 40:15 Failure is the stepping stone to success or Journey To Success 41:13 Lack of mental wellness 43:57 Equipping people to deal with life's challenges 52:56 Engagement through belongingness About Christopher Roberts Christopher (Chris) Roberts is the creator of the Total Engagement Model®, which is a proprietary tool designed to help organisations align their business to their unique value proposition. It is taught as part of the curriculum at universities in Australia & New Zealand. He is also the Founder and Managing Director of Engaged Strategy, which is the world’s first Net Promoter® Loyalty Partner. Throughout his career, Chris has achieved record margins, sales and market share results via innovative marketing strategies that have always been based on strong customer insight and frontline staff engagement. About Dr. S. Jayaraman Dr. S. Jayaraman is a distinguished academic and thought leader known for his expertise in strategy and customer experience. As a professor and Director of International School of Business & Media (Bangalore), he has significantly contributed to the field of management studies through his research, teachings and practical insights. Dr. Jayaraman's work focuses on the interplay between educational strategies and industry requirements of workforce. His innovative approaches have helped shape numerous business leaders of today. With a deep understanding of market dynamics and a passion for excellence, Dr. Jayaraman continues to inspire and influence aspiring business leaders and practitioners in the industry. Visit https://isbm.ac.in/ Disclaimer: The views, opinions, and thoughts expressed by the guests on this podcast, Strategy Edge, are solely their own and do not necessarily reflect the views, opinions, or positions of Engaged Strategy. Engaged Strategy does not endorse or assume responsibility for any comments made by the guests during the podcast. Total Engagement Model® is a registered trademark of Engaged Strategy Pty Ltd and Christopher Roberts. NPS®, Net Promoter® and Net Promoter Score® are registered trademarks of NICE Satmetrix, Fred Reichheld & B

    58 min
  8. S2. Ep 1: Ancient Strategies for Business Leaders | Christopher Roberts & Dr. Radhakrishnan Pillai

    07/30/2024

    S2. Ep 1: Ancient Strategies for Business Leaders | Christopher Roberts & Dr. Radhakrishnan Pillai

    Watch this insightful conversation with Dr. Radhakrishnan Pillai, author of the bestselling "Corporate Chanakya" series, as he discusses ancient leadership wisdom and its relevance in today's business world with host Christopher Roberts, brand interventionist and author of "10 Reasons Why CX/NPS®" Programs Fail". Discover timeless strategies and actionable insights to enhance your leadership and management skills. Don't miss this engaging episode! Purchase "10 Reasons Why CX/NPS® Programs Fail" by Christopher Roberts here: https://bit.ly/479y2sj Purchase Dr. Radhakrishnan Pillai's book "Chanakya's 100 Best Sutras" here: https://amzn.in/d/0owaMLy To book a Kailash Manasarovar Yatra with Dr. Radhakrishnan Pillai, write to: info@atma-darshan.com Chapters: 0:00 Episode Teaser 0:39 Introduction to Dr. Radha Krishnan Pillai 3:31 Who is Chanakya? 5:05 Leadership challenges today 8:51 Studies By Engaged Strategy on Impact of Leadership on Business 11:50 Engaged strategy's take on business leadership 18:03 Impact of the Pandemic on Leadership - 23:22 Creating Inspirational Leaders - Quiet Quitting 20:03 Employee Engagement and Corporate Success - 31:46 Cohesive Leadership and The Evolution of Leadership Styles 34:40 Leadership Style Moving From Competition to Collaboration 35:30 Understanding Silo Mentality 36:05 Importance of Knowing Your Employees - Zero Attrition 39:30 Command and Control Style of Leadership vs Purpose-Driven Leadership 41:34 Transcendental Leadership 43:59 CSR-Case Study of Roti Bank initiative. 46:34 Spirituality in Leadership 48:41 Understanding Generation Alpha 52:01 Communicating Wisdom in Modern Times About Christopher Roberts Christopher (Chris) Roberts is the creator of the Total Engagement Model®, which is a proprietary tool designed to help organisations align their business to their unique value proposition. It is taught as part of the curriculum at universities in Australia & New Zealand. He is also the Founder and Managing Director of Engaged Strategy, which is the world’s first Net Promoter® Loyalty Partner. Throughout his career, Chris has achieved record margins, sales and market share results via innovative marketing strategies that have always been based on strong customer insight and frontline staff engagement. About Dr. Radhakrishnan Pillai Dr. Radhakrishnan Pillai is a renowned Indian author, motivational speaker, leadership consultant, and an expert in Chanakya’s philosophy. He is the founder-director of Chanakya Institute of Public Leadership (CIPL) and a visiting faculty member at various prestigious institutions including the University of Mumbai. Dr. Pillai has authored several best-selling books such as "Corporate Chanakya," "Chanakya in You," and "Katha Chanakya," which explore the application of ancient Indian wisdom in modern management and leadership contexts. He has been awarded the Sardar Patel International Award, the Lokmat National Education Leadership Award, and the Global Indian of the Year award, among others. Dr. Pillai is also a recipient of the prestigious International Achievers Award for his contribution to the field of management and leadership, reflecting his influence and impact on both national and international platforms. His work has inspired countless individuals and organizations to adopt strategic thinking and ethical leadership practices. Disclaimer: The views, opinions, and thoughts expressed by the guests on this podcast, Strategy Edge, are solely their own and do not necessarily reflect the views, opinions, or positions of Engaged Strategy. Engaged Strategy does not endorse or assume responsibility for any comments made by the guests during the podcast. The Total Engagement Model® is a registered trademark of Engaged Strategy Pty Ltd and Christopher Roberts. NPS®, Net Promoter® and Net Promoter Score® are registered trademarks of NICE Satmetrix Systems, Inc., Bain & Company and Fred Reichheld.

    56 min
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About

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 are 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! About Christopher Roberts Christopher Roberts is a leading authority in Customer Experience (CX) and Net Promoter Score® (NPS) strategies. With over 20 years of experience, Chris is the creator of the Total Engagement Model and is recognised as a seasoned brand interventionist. He is the author of “10 Reasons Why CX/NPS Programs Fail” and the managing director of Engaged Strategy. In the Strategy Edge podcast, Chris shares insights on developing comprehensive strategies to drive brand growth.

Information

  • Creator
    Christopher Roberts
  • Years Active
    2023 - 2025
  • Episodes
    20
  • Copyright
    © Engaged Strategy Pty Ltd
  • Show Website
    STRATEGY EDGE