For this week's EPIC CX casestudy, I'm focusing on a company who really knows how to create a delight the customer moment: Warby's Eyewear.
One day, Michael John Mathis accidentally left his Warby glasses on the train. Annoyed, he immediately bought himself another pair. However, a few days later he received a package in the mail. It contained two new pairs of Warby eyeglasses, a copy of "On the Road" by Jack Kerouac and a note which said:
"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"
This might be a rare story with very specific circumstances but it also has a few lessons for customer service in general. First, it shows how important checking your ego is in customer service. As General Counsel, the glasses-gifter could have thought dealing with Michael's lost glasses was beneath him. But instead, he went out of his way to delight the customer, and, in the process, secured Warbly a customer for life and a raving fan.
The lesson? Customer service is everybody's job. It's so imperative that it permeates every role throughout a company, from the retail staff to the general counsel to the CEO.
Mark heads up the Sales team at Yarno. He loves to chat, which is fortunate because he’s very good at it. He's our digital Swiss Army Knife, always armed with a solution to any problem.
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