In a recent exclusive interview with NewsX, Christopher Roberts, a distinguished brand interventionist and founder of Engage Strategy, shed light on the critical aspects of customer experience (CX) and Net Promoter Score (NPS) programs. With a track record of achieving remarkable NPS increases and authoring the influential book “10 Reasons Why CX NPS Programs Fail,” Roberts provided valuable insights for entrepreneurs and leaders aiming to enhance their brands.
Roberts expressed his motivation behind writing the book, citing frustration with organizations that fail to capitalize on the economic benefits of being customer-focused. He emphasized the need for a proper understanding of customer lifetime economics, executive engagement, and the significant role of emotions in the customer experience.
Highlighting the unique cultural nuance of Indian customers, Roberts suggested that Indian companies could improve their NPS programs by focusing on granular insights, investing in robust survey platforms, and prioritizing a unique value proposition. He stressed the importance of plugging customer loyalty leaks and balancing customer acquisition with retaining existing customers for sustained growth.
The interview concluded with Roberts sharing his expertise on strategic approaches for Indian companies to unlock the full potential of their NPS programs and achieve substantial economic gains. As businesses strive to navigate the competitive landscape, insights from Christopher Roberts serve as a valuable guide to creating customer-centric strategies that drive growth and success.