Eric Rothdeutsch Email and Phone Number
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Certified Customer Experience (CX) professional with proven experience driving improved performance in the end-to-end customer experience in various companies and industries. Utilize market research/VoC methodologies and a passion for the customer to yield actionable customer insights, resulting in increased customer loyalty, revenue and profitability.
Reliant Energy
View- Website:
- reliant.com
- Company phone:
- +1 866 222 7100
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Voice Of The Customer ManagerReliant Energy Nov 2014 - PresentHouston, Texas, UsCurrently creating and managing an NPS-based VOC program in support of Reliant’s CX improvement initiative. Responsibilities include: analyzing customer feedback from multiple VOC channels to provide business insights; driving closed-loop process for follow-up, learning, and action planning; selecting a VOC software platform vendor (MaritzCX) and managing the vendor relationship. Also supporting Green Mountain Energy and NRG Home Solar CX/VOC efforts.
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PresidentEjr Consulting Oct 2012 - PresentProviding Net Promoter/Loyalty, Voice of the Customer, Customer Experience, and Market Research services to corporate clients.Successfully launched the Net Promoter program at Interstate Batteries, a $1B privately-held corporation. Implemented NPS methodology in Interstate’s national accounts, local dealer network, and with employees (eNPS). Increased Net Promoter Score by 10 points in six months with pilot national account as a result of closed-loop process implementation.Led the annual Net Promoter/ Customer Loyalty quantitative research for a division of Intuit. Responsible for survey design and execution, analysis, and reporting results including tracking/trending the Net Promoter Score and associated loyalty drivers.Currently supporting the Voice of the Customer closed-loop system for the Avis Budget Group. Responsible for ongoing performance reporting and analysis including the annual JD Power results for all divisions in the Avis Budget Group in North America.
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Customer And Market Insights ManagerIntuit May 2007 - Oct 2012Mountain View, California, UsManaged quantitative tracking studies and a customer research panel, in support of business decision-making and strategic planning for the $450M Accounting Professionals Division (APD).Drove annual Net Promoter/ Customer Loyalty research, partnering with business leaders to develop insights and action plans resulting in improved performance. Co-developed the first loyalty driver model, enabling the organization to focus improvement efforts on touchpoints with the highest impact on loyalty.Co-created the approach to determine the economic value of customers classified as Promoters, Passives, and Detractors, which helped the business grasp the importance of delivering better customer experiences. -
Voice Of Customer/ Customer Experience ManagerIntuit Aug 2004 - May 2007Mountain View, California, UsLed the creation and management of the first Voice of the Customer system for APD.Identified and rationalized 60+ separate feedback channels. Built corresponding processes to quantify and prioritize feedback, ultimately improving decision-making for senior leadership regarding customer experience issues.Leveraged Satmetrix's Adaptive Conversation technology to create an online customer feedback channel that helped business teams better identify potential customer experience improvements.
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Master Black Belt (Six Sigma/ Process Excellence)Intuit Nov 2002 - Aug 2004Mountain View, California, UsPartnered with product management, sales, and customer service functional leaders to drive process excellence (Six Sigma) initiatives. Managed Black Belt/Green Belt projects and the business unit's monthly dashboard process.
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Business Operations ManagerHewlett-Packard Sep 1999 - Nov 2002Houston, Texas, UsHeld several business operations roles, including business planning and strategy for Compaq's wireless solutions, merger intergration (Compaq/HP merger), and process excellence (Six Sigma) -
Managing Consultant - Operations PracticeCap Gemini Aug 1991 - Sep 1999Paris, France, FrResponsible for delivery of large-scale business improvement engagements for Fortune 500 clients. Directly led joint client/ consultant teams through analysis of the current state, design of proposed solutions, and implementation of those solutions. Engagements typically addressed organization design, business processes, and IT systems. -
Manufacturing SupervisorWestinghouse Electric Company Jul 1987 - Aug 1991Cranberry Township, Pa, UsHeld several different roles in manufacturing operations. Required DoD clearance for defense industry roles.
Eric Rothdeutsch Skills
Eric Rothdeutsch Education Details
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Carnegie Mellon UniversityManufacturing Engineering -
Penn State UniversityIndustrial Engineering
Frequently Asked Questions about Eric Rothdeutsch
What company does Eric Rothdeutsch work for?
Eric Rothdeutsch works for Reliant Energy
What is Eric Rothdeutsch's role at the current company?
Eric Rothdeutsch's current role is Voice of the Customer Manager at Reliant Energy.
What is Eric Rothdeutsch's email address?
Eric Rothdeutsch's email address is er****@****nrg.com
What is Eric Rothdeutsch's direct phone number?
Eric Rothdeutsch's direct phone number is (866) 222*****
What schools did Eric Rothdeutsch attend?
Eric Rothdeutsch attended Carnegie Mellon University, Penn State University.
What are some of Eric Rothdeutsch's interests?
Eric Rothdeutsch has interest in Poverty Alleviation.
What skills is Eric Rothdeutsch known for?
Eric Rothdeutsch has skills like Business Process Improvement, Product Management, Six Sigma, Cross Functional Team Leadership, Customer Experience, Process Improvement, Leadership, Business Process, Business Strategy, Market Research, Customer Insight, Business Planning.
Who are Eric Rothdeutsch's colleagues?
Eric Rothdeutsch's colleagues are Santhy Thangavel, Matthew Okafor, Anthony Calabrese, Michael Clark, Clarita Carmona, Alexis Zamora, August, Craig.
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