Inside Warby Parker's Killer Customer Experience | Tony Robbins Podcast

Neil Blumenthal was one of the executives who launched the successful eyewear company, Warby Parker, in 2010. The company has been a massive success, in large part because their business model allows them to offer high quality eyewear at affordable prices. This concept attracted people, and the brand was able to provide something else that would quickly help their brand build an internationally acclaimed reputation — an incredible customer experience.
At the core of the Warby Parker success story is the brand’s commitment to creating a masterful customer service experience. In this episode of the Tony Robbins podcast, you’ll hear a detailed account from Neil Blumenthal about the customer-centric strategy and foresight that was critical in establishing Warby Parker as a billion-dollar business.
Neil Blumenthal and his cofounders found that glasses were ridiculously overpriced. After a friend mistakenly left a pair of $700 glasses on an airplane, they decided there was a gap in the market that they could be filling. Why should people pay ludicrous sums of money just to be able to see?
As the Warby Parker founders began planning the company, they decided that customers needed to be their main focus. They felt very much like they were entering into a David-vs.-Goliath-style battle. There were already tons of companies successfully selling glasses, but Neil and his team believed they could deliver something more meaningful to people.
The founders initially believed they could entice people to buy glasses online without ever trying them on. But as they asked test groups if they’d buy glasses this way, people couldn’t get behind the concept. When Neil and his team realized there was another way, sending glasses to customers’ homes for them to try on before making their purchase, they realized they could satisfy their client base and still make a great profit.
The home try-on program became a massive part of Warby Parker and gathered them tons of incredible press. Within three weeks of launching, they hit their first year’s sales target. They did so well that they were able to donate one pair of glasses to someone in need for every pair they sold.
In building the business, they wanted to help their customers obtain affordable, stylish eye care options, but they relished in also helping those around the world who were unable to buy the glasses they needed.
By letting their potential client base have a say in how their business operated, they were able to not only become wildly successful, but donate millions of pairs of glasses all over the world. To listen to more of the insights discussed by Neil Blumenthal and Tony Robbins, tune in to the podcast in its entirety.
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Tony Robbins is a #1 New York Times best-selling author, entrepreneur, and philanthropist. For more than 37 years, millions of people have enjoyed the warmth, humor and dynamic presentation of Mr. Robbins' corporate and personal development events. As the nation's #1 life and business strategist, he¹s called upon to consult and coach some of the world¹s finest athletes, entertainers, Fortune 500 CEOs, and even presidents of nations.