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The True Surprise Factor Behind Retention and Growth | Episode 55
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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.
“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
Katalin Fritz highlights why pairing rock-solid reliability with well-timed surprises keeps meal-kit subscribers coming back week after week. She explains how proactive outbound calls transform cost-heavy contact centers into revenue engines by connecting data, empowering teams, and fostering empathy for sustainable growth.
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