In a special interview, Christopher Roberts, a distinguished brand interventionist, joined the conversation to discuss the significant impact of Net Promoter Score (NPS) increases on brands. Christopher, known for achieving remarkable success in recording NPS increases, has played a pivotal role in helping brands elevate their Net Promoter Scores by over 80 points.
Christopher is also the author of the influential book titled “10 Reasons Why CX NPS Programs Fail,” which has gained considerable attention within the customer experience (CX) industry. The book offers valuable insights and guidance to entrepreneurs and leaders, addressing common pitfalls in CX NPS programs.
As the founder of Engaged Strategy, Christopher is dedicated to assisting organizations in realizing their full potential by aligning CX performance metrics and brand strategy. He delivers highly insightful, actionable recommendations and critical insights to empower businesses. The interview touched upon the importance of being customer-focused and the frustration Christopher experienced witnessing organizations fall short in leveraging the economic benefits of customer-centric strategies. He emphasized the need for a strategic conversation with customers, aiming to understand how businesses can become worthy of recommendation.
Christopher highlighted the three types of customers identified through the NPS discipline—promoters, passives, and detractors. He delved into the loyalty economics, explaining how promoters, known for their loyalty, tend to be more valuable to businesses. The share of the wallet, word of mouth, and the impact on revenue were key aspects discussed. The conversation also touched upon Christopher’s book, where he outlined ten reasons why CX NPS programs often fail. He emphasized the importance of executive engagement, emotional connections, and the role of staff in creating positive customer experiences. Christopher shared valuable insights into the cultural nuances of Indian companies and how they can enhance their NPS programs.
In conclusion, Christopher Roberts provided a wealth of information and practical advice for businesses, urging them to focus on customer loyalty, emotional connections, and the economic value derived from customer-centric strategies. The interview offered a unique perspective on the challenges and opportunities associated with CX and NPS programs, making it a must-watch for businesses aiming to elevate their customer experience initiatives.
