Anne-Carole Coen & Clément Dion: When Customer Care Becomes Your Best Marketing Weapon (Kolet)

Customer experience is often written off as a cost center. But some companies have turned it into their main growth engine, without a single ad campaign.

In this episode of Transformation Heroes, Baptiste sits down with Anne-Carole Coen, co-founder and CMO of Kolet, and Clément Dion, Head of Customer Operations, formerly at Apple and Backmarket. Kolet is a startup that makes travel connectivity simple and affordable in 190 countries through eSIM technology. The duo shares a founding decision: investing heavily in customer care from the very first euro raised.

The results speak for themselves: 500,000 travelers, a 4.9/5 rating on the app stores, 98% satisfaction, and 50% of customer acquisition driven by word of mouth, all without any traditional marketing. We explore how Kolet maintains a one-minute response time with a fully in-house support team spread across the globe in a follow-the-sun model. And why choosing not to force conversational AI as the first line of support has strengthened user trust.

The conversation also covers what AI actually changes in day-to-day operations: automated NPS analysis, agent workflow optimization, and faster onboarding. Always with humans as the safety net. Finally, Anne-Carole and Clément share their core belief: when care is championed by the founders and every agent feels heard, customer experience becomes marketing's superpower. An episode that proves customer obsession isn't a luxury reserved for big companies. It's a strategic choice from day one.