Six months ago I read about a New York City based company named Warby Parker which sold prescription eye-glasses online. At the time I was not interested in purchasing and browsed the website quickly. They escaped from my mind until I saw a co-worker with new glasses and asked her about them. She mentioned Warby Parker. That night I went to the website and over the next couple weeks went through their sales process. What I came away with was the utmost respect for the company, a great product, and the best e-commerce experience I have ever had. It was the calculated, but organic, experience that resonated with me.
Warby Parker aligns their branded sales process around the company’s vision, action, expression, and experience. It is this alignment that creates brand advocates because it goes beyond the typical “sell-a-product” and engages the customer on an emotional level. Below are a few of my experiences with the brand that made me think twice of how companies can connect emotionally with customers.
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