Case Study: Counter Culture Coffee achieves increased customer loyalty and improved online experience with Medallia

Counter Culture focuses on sustainability with direct-to-consumer online experiences

Counter Culture Coffee, founded in 1995, is a specialty coffee roaster focused on quality and sustainability that sells primarily through e-commerce. Facing limited visibility into online customer feedback and wanting to deepen customer relationships, Counter Culture Coffee turned to Medallia and adopted Medallia’s Experience Management solution to gain a more holistic, actionable view of what customers are thinking.

Medallia’s solution enabled Counter Culture Coffee to monitor blog engagement, capture real-time feedback, and deploy personalized outreach. By using Medallia to act on that insight, Counter Culture Coffee successfully connected with customers, improved the buyer experience and increased brand loyalty through timely, targeted engagement.

Counter Culture Coffee

Brett Smith

Chief Executive Officer