There are sooo many stories about how companies are ‘doing’ customer experience, and this story from Fast Company provides a buzz of fodder for our discussion today.
You’re probably familiar with Warby Parker, right? Its philosophy is much like TOMS where they give one when you buy one. Now with brick and mortar shops, too, Warby Parker has built its empire online. In the Fast Company article, the reporter shares insight with Neil Blumenthal, co-founder of the company, which, incidentally, has an amazing culture.
Customer Experience At Warby Parker
Neil says, “We want to eliminate low-value interactions and amplify high-value interactions.”
Let’s explore that for a moment…
When you head to an eye-glass retailer, you want to purchase the best frame for your face. Usually, you’re on your own choosing a frame because there are so few ‘clerks’ (for lack of a better word) available to help with the fashion decision. At Warby Parker, Neil Blumenthal wants less about the transaction and more about the customer experience of that transaction. What if a customer leaves Warby Parker with a new set of shades in a style and color he/she never tried?
You know what happens! Facebook and Instagram and Twitter pics posted with the brand Warby Parker and a positive story about the experience.
Customer Experience At Union Square Hospitality Group
Danny Meyer is CEO of Union Square Hospitality Group. He is featured in this piece on Customer Experience Kings, and we see how he regards the importance of making a customer special to ensure they come back to his restaurants. He is also author of ‘Setting the Table,’ a popular book about hospitality in business.
When you explore Danny Meyer’s background, you come away with a powerful image. His food empire launched in 1985, and Shake Shack, the beloved burger chain, went public in 2015.
He has put the customer experience on top. Each of his successful restaurants in New York City cater to an experience. People add each restaurant to their list of places at which to dine, and social media is alive and well with happy customers.
What he says in the Fast Company article resonates, “…the goal should not be to remove humans from the equation, but [to] empower human beings who actually have a beating heart and who are caring people to achieve a greater degree of hospitality.”
Listen in to this episode and ponder your own business philosophy. Can you put some of these influential business men’s insights into action to earn higher customer experience in your model?
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