Episode
Inside Warby Parker's Outstanding Customer Experience | Tony Robbins Podcast
- Podcast
- Tony Robbins Podcast Daily
- Published
- Jul 11, 2026
- Duration seconds
- 2867
- Processing state
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- https://traffic.megaphone.fm/VG6604762956.mp3
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Summary
Neil Blumenthal was one of the executives who launched the successful eyewear company, Warby Parker, in 2010. The company has been a massive success, in large part because their business model allows them to offer high quality eyewear at affordable prices. This concept attracted people, and the brand was able to provide something else that would quickly help their brand build an internationally acclaimed reputation — an incredible customer experience. At the core of the Warby Parker success story is the brand’s commitment to creating a masterful customer service experience. In this episode of the Tony Robbins podcast, you’ll hear a detailed account from Neil Blumenthal about the customer-centric strategy and foresight that was critical in establishing Warby Parker as a billion-dollar business. Neil Blumenthal and his cofounders found that glasses were ridiculously overpriced. After a friend mistakenly left a pair of $700 glasses on an airplane, they decided there was a gap in the market that they could be filling. Why should people pay ludicrous sums of money just to be able to see? As the Warby Parker founders began planning the company, they decided that customers needed to be their main focus. They felt very much like they were entering into a David-vs.-Goliath-style battle. There were already tons of companies successfully selling glasses, but Neil and his team believed they could deliver something more meaningful to people. The founders initially believed they could entice people to buy glasses online without ever trying them on. But as they asked test groups if they’d buy glasses this way, people couldn’t get behind the concept. When Neil and his team realized there was another way, sending glasses to customers’ homes for them to try on before making their purcha…