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CX Stories

AMAZINGLY SHOCKING customer experience stories! (Part 8)

Written by Sonal Jaiswal | Evangelist, Customer Guru

Read on about how Warby Parker, an American eyeglasses company paid great attention to detail and made a customer for life!

Warby Parker, headquartered in New York was founded in 2010 and as on April 2015, it is valued at $1.2 billion!! (Source: Eyeglass Retailer Warby Parker Valued at $1.2 Billion). Just imagine the staggering rate at which it is growing! It built a popular brand by marketing designer frames for under $100 and saved costs by cutting out licensing fees, working directly with suppliers and shipping products directly to consumers. It also partners with non-profits like VisionSpring to ensure that for every pair of glasses sold, a pair is distributed to someone in need.

Micheal John Mathis had posted the following message on Facebook after experiencing one of the most unbelievable customer service stories ever! He described an experience of how he had left his reading glasses on Acela Express, a high-speed rail service and what ensued. Here it is:

I just experienced possibly the very best customer service of all time. A few weeks ago, I accidentally left my beloved Warby Parker reading glasses on the Acela. Annoyed, I bought myself another, identical, pair the following day. Today I received an unexpected package containing not one, but two pair of those same reading glasses, a copy of “On The Road” by Jack Kerouac and the following note:

“Hi Michael, This might be odd… but you sat across from me on the train ride from NYC to Boston a few weeks ago and left your glasses on the train! As luck would have it, I happen to be the GC of Warby Parker, and there is nothing I like more than a good mystery… I hope these find you in good health! (also, we noticed your lenses were scratched so we made you a fresh pair!) Sincerely, AK

I am so impressed! What a remarkable person and company. They have a customer for life!

The letter was written by Anjali Kumar, General Counsel and Head of Social Innovation at Warby Parker.

Here is the screenshot:

Micheal Facebook

How amazing is it that companies like this exist. Who pay so much attention to detail. Who understand that it is customers that matter. And who set extremely high standards for customer experience for others to follow suit.

Let us know if you have had such experiences and we will be glad to publish them for you!

Source: Heroic Customer Service by a Senior Executive at Warby Parker

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