How to Get as Many Glasses on People's Faces as Possible

1min Snip

00:00

Play full episode

Summary

Transcript

Episode notes

Warby Parker's Home Trion program sends customers up to five different frames to try on at home, unlocking the opportunity for those who wouldn't consider buying glasses online. By focusing on critical path items and finding creative solutions, Warby Parker's goal became getting as many glasses on people's faces as possible. The Home Trion program improved the customer experience and helped build trust in the Warby Parker brand. It's a unique example of the customer experience shaping the brand, rather than the other way around.

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.

Read a transcript of this episode: https://mastersofscale.com

Subscribe to the Masters of Scale weekly newsletter: https://mastersofscale.com/subscribe

See Privacy Policy at https://art19.com/privacy and California Privacy Notice at https://art19.com/privacy#do-not-sell-my-info.