Katalin Fritz - "The True Surprise Factor Behind Retention and Growth"
Katalin Fritz, Chief Customer & People Officer at Marley Spoon, reveals how pairing rock-solid reliability with well-timed surprises secures weekly reorders. She shares why proactive outbound calls transform contact centers from cost drains to revenue engines and shares how to connect empathy, data, and empowered teams for sustainable retention and scaling surprise without sacrificing consistency.
WOW-24-7
Contact Centers
What’s Inside [6:59] Introduction to Katalin Fritz [31:17] Full Podcast Episode [3:17] Episode Highlights [5:55] Subscription Loyalty: Consistency First, Then Delightful Surprises [6:17] Low-Cost Surprises Create High-Value Advocacy [6:01] Proving CX Value Through Metrics That Shift Mindsets [3:35] Five Human Choices That Future-Proof Customer Experience [0:59] Short – Subscription Loyalty: Consistency First, Then Delightful Surprises [0:48] Short - Proving CX Value Through Metrics That Shift Mindsets
Full Episode “Reliability, empathy, and the courage to listen, combined with enabling our coworkers to act and create surprises, are absolutely crucial, not only in our business but increasingly in every business.” - KATALIN FRITZ
(3:17) Episode Highlights
(5:55 Video) Subscription Loyalty: Consistency First, Then Delightful Surprises “We build strong processes and mechanisms so that whatever we detect immediately triggers the next process step for the benefit of the customer experience.” - KATALIN FRITZ
(6:17 Video) Low-Cost Surprises Create High-Value Advocacy “What was remarkable for us was the surprised customers, how valued they felt, and how strongly they believed their voice mattered.” - KATALIN FRITZ
(6:01 Video) Proving CX Value Through Metrics That Shift Mindsets “These are the things we can do to prove our value: start small, test an idea, and measure everything from a company perspective and a financial perspective. It could be retention, customer LTV, or all of these together.” - KATALIN FRITZ
(3:35 Video) Five Human Choices That Future-Proof Customer Experience “Real innovation and the real trust of customers still come from human choices, the decisions we make every day, the nuances of human interaction, the changes in how we react to those impressions, and how they influence us in the moment.” - KATALIN FRITZ
YOUTUBE SHORT: Subscription Loyalty: Consistency First, Then Delightful Surprises “We build strong processes and mechanisms so that whatever we detect immediately triggers the next process step for the benefit of the customer experience.” - KATALIN FRITZ
YOUTUBE SHORT: Proving CX Value Through Metrics That Shift Mindsets “These are the things we can do to prove our value: start small, test an idea, and measure everything from a company perspective and a financial perspective. It could be retention, customer LTV, or all of these together.” - KATALIN FRITZ
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