Companies Getting the Customer Experience Right

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Most companies offer some level of customer service, but few deliver an unmatched customer experience. Customer service often includes a wait-for-the-customer-to-come-to-you approach—aka the bare minimum required to get by. Customer experience, on the other hand, is what keeps people coming back.

Glasses retailer Warby Parker saw a gap in the eyewear industry, came up with a solution, and has been committed to customers from day one. They offer an at-home try-on program where customers can try five frames at once with free shipping both ways. They also offer reimbursements up to $50 for frame adjustments at any optical shop within 30 days of purchase. They’ve created a pleasant in-store experience with fast tablet checkout and a layout conducive to heavy foot traffic.

Chewy is an online pet supply company going above and beyond simply selling dog food. They send holiday cards to customers, create artwork for pet owners who send in photos, and send flowers when a pet passes away. They’ve even sent a wedding present to a customer who mentioned their wedding. The customers service team aims to answer all phone calls within six seconds and avoid transferring the customer. When asked what makes Chewy successful, co-founder Ryan Cohen said,

It was really just the team and the focus—the obsession—over delighting customers. It could’ve been any product.

These are just two examples—there’s a long list of companies getting customer service right, and there are a lot of companies heading in that direction.

At EVAN, we believe customer support is essential. More than the services we offer and technology we use is the experience our customers have with our platform. No matter how innovative a product, if a company can’t deliver quality support and consider customers first, customers will look to a company that can.

Anyone can sell glasses, dog food, or even IT support, but few can create a customer experience that keeps people coming back.


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