S2: Ep 5: Strategic Member-Focus Leads TUH To Win Multiple Industry Awards | Christopher Roberts
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In a challenging category like
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 (Teachers Union Health) 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.
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Chapters
https://www.seevid.ir/fa/w/EMwSBUnKrj8 - Teaser
https://www.seevid.ir/fa/w/EMwSBUnKrj8 – Welcome address
https://www.seevid.ir/fa/w/EMwSBUnKrj8 – TUH’s not-for-profit approach
https://www.seevid.ir/fa/w/EMwSBUnKrj8 – Importance of NPS® To Build A Values-Based Culture at TUH
https://www.seevid.ir/fa/w/EMwSBUnKrj8 – Importance of Understanding Customer Journeys & Addressing Pain Points
https://www.seevid.ir/fa/w/EMwSBUnKrj8 – Key Drivers To Align Staff Towards Organisational Strategy
https://www.seevid.ir/fa/w/EMwSBUnKrj8 – Engaging the Younger Generation
https://www.seevid.ir/fa/w/EMwSBUnKrj8 –Legendary CX Stories of Nordstrom
https://www.seevid.ir/fa/w/EMwSBUnKrj8 – TUH’s CX Stories Aligned to their Values
https://www.seevid.ir/fa/w/EMwSBUnKrj8 – Recognition & Appreciation at TUH
https://www.seevid.ir/fa/w/EMwSBUnKrj8 – TUH’s Value Proposition & Digital Transformation
https://www.seevid.ir/fa/w/EMwSBUnKrj8 – Bridging the Gap between Baby Boomers & Gen Z
https://www.seevid.ir/fa/w/EMwSBUnKrj8 - 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 • S2 Strategy Edge - Leadership Series
To watch Season 1 of Strategy Edge, click here • STRATEGY EDGE - Transforming CX, Cult...
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.
2 هفته پیش
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