Take a look at what Luxottica is doing for their customer experience. They provide a concierge, wind tunnels and treadmills to allow people to test athletic eyeware in real-world situations, and even have cameras in their mirrors so that their customers can snap a picture and share it on Facebook to see if their friends approve. “The reality is, you need to create a connection, create a personal experience, and that’s what we’ve done,” said Chris Beer, chief executive for Luxottica.

It’s discussed here on the Harvard Business Review blog this week as well. The post states, “What’s clear though, is that in an industry ravaged by a bad economy (new glasses are a pretty postpone-able purchase), and by the cheaper-is-better pressures of the Internet, the route to long-term prosperity does not come by staying in the middle of the road.”

It’s certainly bold, but like the customer-centric policies of Zappos, for example, it’s all about finding innovative ways to exceed expectations and create that “Wow” factor!

Share