114: Warby Parker and Shake Shack Use Technology to Make Customer Service Remarkable – and You Can Too!

The Heart Of Marketing

We've been doing a lot of talking about customer experience and often the stories we share are the ones we read. Today is no different as we grabbed a story from Fast Company to share with you the customer experience philosophies of Warby Parker and Union Square Hospitality Group (which owns Shake Shack, btw). Fast forward.... Jayme Soulati ponders during this episode while John Gregory Olson waxes and wanes about Neil Blumenthal of Warby Parker and Danny Meyer of Union Square Hospitality. Putting Customer Experience To Work Jayme is pondering because she believes the really solid philosophies about customer experience shard today by the two executives are basic. Why wouldn't you know to teach servers to look patrons in the eye when taking an order? How come having a greater degree of hospitality is anything new or finding people who are proactive, curious and passionate about Warby Parker is something difficult? In your business, do you have the people it takes to bring your own philosophy about customer experience to the forefront? We'd like to hear about it, even if it's just a short story. As you can see, John and Jayme can build an episode out of just powder! You Might Like How Vitamin Water Caters to Hustlers Cultivating Love is What Brands Should Do Putting an Emphasis on Small Businesses with @JasonFalls