What separates a remarkable customer experience from a so-so experience? Behance CEO Scott Belsky talks with Jenn Hyman (Rent the Runway) and Neil Blumenthal (Warby Parker) about how to deliver killer customer service. It turns out that making mistakes (and admitting them) is okay, being open is better than always staying on message, and listening to customers and adapting isn’t a bad idea.
Jennifer Hyman has been the Chief Executive Officer of Rent the Runway since the company’s inception in November 2009. Jennifer co-founded Rent the Runway with her Harvard Business School classmate Jennifer Fleiss. After receiving approximately $31 million in venture capital, they quickly built the company to include over 2 million members, 60 employees and 150 designer brands. Rent the Runway is a members-only online fashion community that builds customer loyalty for designer brands by enabling women to rent dresses and accessories for all the special occasions in their lives.
Neil Blumenthal loves helping people see. Determined to radically transform the eyewear industry, Neil and three friends launched Warby Parker in February of 2010. Warby Parker designs and sells vintage-inspired frames and prescription lenses for $95 whereas comparable quality glasses cost $500. For every pair sold, a pair is given to someone in need. To date, Warby Parker has distributed over 100,000 pairs to those in need around the world.