“You should try Warby Parker for glasses,” my friend said.
I visited the store and the staff helped guide me to a pair of glasses that felt right for me.
I quickly learned how Warby Parker provides stylish glasses for affordable prices, friendly marketing and authentic service.
View Warby Parker’s Twitter and you can see how excited customers are about their experience.
This post is about the pillars of creating a great customer experience. They are helpful basics for beginners or a reminder for experts. These tips can help guide your judgment when making decisions about customer service.
1. Be Reliable
Customers have expectations. By reliably meeting their expectations with quality of work, service performed or timing you will help build a trusting relationship.
Warby’s example: Delivering on their promise of “higher-quality, better-looking prescription eyewear at a fraction of the going price”
2. Be available
Build rapport with your customers by showing you are there to help solve their problems or achieve an opportunity. Customers rely on you to be available when needed.
Warby’s example: encouraging customers to email, call or text with questions
3. Be Intuitive
Think about how you can tailor your offering to feel personal to your customers. Customers appreciate experiences that show you know them.
Warby’s example: recommending music playlists and books that relate to its customers
4. Make It Easy/Avoid Frustration
Customers face challenging projects daily. Ask how can you make your offering easy for your customer. What can you do to ensure they won’t experience any frustration with your offering?
Warby’s example: Try on glasses in-store, at home or use the virtual app
5. Surprise and Delight
Anytime you can bring fun, happiness or delight to your customer is an opportunity to grow your relationship.
Warby’s example: Their “Nice To See You” slogan imprinted inside the glasses case
6. Communicate
Things won’t always go smoothly in providing a customer experience. Keep your customers up to date of any issues and let them know you are working hard to address any issues.
Warby’s example: Surveying customers after adjusting their glasses to make sure its opticians are providing extraordinary service
7. Keep It Up
Building a relationship with a customer requires repeated good interactions. Try hard to help show your customers your commitment to their business.
Warby example: Genuinely satisfied customers on social media excited to share their new glasses
After purchasing my glasses at Warby Parker, I am excited to share my experience with others. Committing to a great customer experience helps make customers excited about your brand. As Warby Parker states in their email surveys, “We love providing our customers with extraordinary service.”