How Warby Parker Created a One-of-a-Kind Customer Experience


The panel at last week’s LippincottExperience Innovation” event was packed with more talent than a Dancing with the Stars finale: reps from Google, UNIQLO and Kiehl’s answered questions from senior Lippincott partner James Wright about creating a truly unique experience for the consumer.

The night’s most interesting story, however, came from Tim Riley, director of online experience for star-of-the-moment eyewear company Warby Parker.

The most obvious secrets to the company’s success are its decision to design its own products in-house (thus escaping licensing fees) and to avoid the overhead costs involved in maintaining physical stores by beginning as a strict e-commerce venture.

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