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Surprising and Delighting your Customers with Koala [Podcast]

Koala aligned their team to be selfless towards the customer, ambitious in the business, and curious at all times.

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Koala is disrupting the furniture industry by redefining the customer experience. They understand that enabling their support team to surprise and delight customers regularly has a positive impact on their business while removing customer friction and frustration. And it works! Koala is a winner of the 2021 Nicereply Customer Happiness award for Customer Effort. Marc Bindlechner, Director of Customer Service at Koala, thanks his team for running with the values of Koala and shares some of their secrets in our podcast today.

In Conversation with Marc Bindlechner, Director of Customer Service at Koala

Marc describes how it is easy to train processes but hard to describe how to value and understand customers. This mindset has to be part of your hiring strategy. And once hired, you need to immediately encourage agents to challenge the process in order to improve. Koala aligned their team to be selfless towards the customer, ambitious in the business, and curious at all times. These values have led to many heartwarming customer interactions undertaken by the Koala support team. Marc shares an emotional one with us where the moral is: Human connection drives exceptional customer experience.

To ensure that everyone in the company understands the value of human connection, Koala created a unique “Win-win-win session” to celebrate. A common topic is their surprise and delight initiative. Surprising and delighting customers could mean a physical product, a refund, or an experience. Internally it is an enablement program that helps guide agents to make the best choices for customers. As we close our conversation, Marc goes into the future of this program and how they will make sure agents are continually providing top customer experiences.

Please join us in our chat to gather some tips and tricks on how you can perpetually delight your customers.


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Craig Stoss Craig Stoss

Craig has spent time in more than 30 countries working with support, development, and professional services teams building insight into Customer Experience and engagement. He is driven by building strong, effective support and services teams and ensuring his customers are successful. In his spare time Craig leads a local Support Thought Leadership group. He can be found on Twitter @StossInSupport

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