Beyond the Product: Warby Parker's Experiential Path to Customer Loyalty

You may think that once we build a great product, users will just come. However, customers don't just buy products, they invest in the experiences that we create for them. Today I am sharing 6 short stories about through the lens of a product and brand that I gravitate towards Warby Parker .

Disclaimer: This is #notanad, it is my candid perspective of what makes product experiences sticky and drives customer loyalty.

Customer support that's vested in truly helping you rather than selling to you

I walked into a Warby Parker store for the first time 4 years ago in a shopping mall. I was greeted by a friendly store personnel who asked me what I was looking for. They spent quality time learning about my needs and preferences and did not jump to "sell" any pair of glasses to me. They understood my unmet needs and complaints with my current eyeglasses. Eventually when I asked for their recommendation, they suggested a few glasses and walked away, giving me space to explore and make my decision. Many brands make excellent eye gear, but Warby Parker has differentiated customer support like no brand has. They don't just sell you eye gear, they sell an experience.

Competitive pricing that gives value for every dollar you spend

As I explored their store, majority of the frames were priced $95 and a handful were $145. That's it, no more drama. The prices were consistent across all the options which helped me focus on picking the best frames instead of worrying about how much I am spending. I felt delight in being able to focus on my personal preferences without checking the price tag. This is a very simple experience and a fundamental human need but I have not seen any brand nail it so well.

Providing consistency and high quality in products

Over the years I have shopped many Warby glasses for my family. Even though their price point is competitive, they never compromise?on the quality of their products. All the glasses we use have been worth every buck we spent and very dependable. We gravitate towards their products because they deliver simplicity with high quality experiences and do it consistently.

Building long term relationships without charging for them

Warby Parker has a lifetime free maintenance and they deliver on that with utmost perfection. I have walked into their retail stores several times to get our glasses adjusted or cleaned. Their team cares for you and goes out of the way to make sure everything is done right. They have integrated seamlessly into small everyday needs by providing services for their products. In a world where we are constantly being tricked into paying extra for support or time bound warranty, Warby Parker is doing it differently. It makes me believe that they truly care for my experience beyond the transaction.

Doing right by you even if it means a missed opportunity for them

Last summer I visited their store to buy sunglasses. I had a very specific demand for very strong lenses because I am photo-sensitive and exposure to sunlight triggers migraines. They helped me try on a few pairs and tested, but I wasn't feeling comfortable. Eventually they advised me to try a competitor brand next door since this directly affects my well-being and they did not have the right lenses at the time. I did not buy their sunglasses, but I became a strong referrer because I trust they will do what is right for the customer.

Creating social value that goes beyond making profits

In every case of glasses, Warby Parker adds a little note about their 'buy a pair, give a pair' social initiative. For every pair purchased, a pair of glasses is distributed to someone in need. So far, that’s 13 million pairs and counting. When I open my case of glasses to wear them for the first time, I feel like I made a tiny dent in the world through my purchase and it leaves me feeling warm.

These experiences are human-centered and rooted in the fact that making the consumer feel satisfied and cared for makes a product and brand disruptive.

#productexperience #customerloyalty #warbyparker