Warby Parker's Unique Customer Experience: From Apartment to School Bus Stores

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Warby Parker began with a customer showroom in Neil's apartment, where they discovered the value of face-to-face interactions. This led them to realize that the online part of their business model was crucial. They later expanded to a dedicated office showroom, which generated millions in sales. They gained confidence to set up pop-up shops using a transformed school bus.

Some aspects of your brand will be defined by what customers tell you; others, by what you tell them. In their stories of how they scaled Warby Parker from scrappy e-commerce site to comprehensive eyewear and eye care juggernaut, co-founder and co-CEOs Neil Blumenthal and Dave Gilboa give a master class in how to articulate crystal-clear brand values while also building and iterating based on fast customer feedback. Their lesson? Branding isn’t static. It’s a conversation.

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