A Double Take on Empowering the Customer with Sandy Gilsenan and Kim Nemser from Warby Parker

Hello and welcome to Winning Retail. This episode features an interview with Sandy Gilsenan, Senior Vice President of Retail at Warby Parker, and Kim Nemser, Chief Merchandising Officer and Head of Product Strategy at Warby Parker.

On today’s episode, Kim and Sandy discuss revolutionizing and customizing the eyewear industry, using omnichannel tactics to create trust with customers, and Warby Parker’s journey to its 200th store. 
 

—

“It's here in our hometown in New York City, opening up our 200th store this weekend. And I think that these incredible experiences that we've been able to really provide for our customers by having these in-store interactions have been really, I think, incredibly memorable.

Not just for our customers, but also for our store. The idea of seeing one of our customers leave so happily, having this holistic vision care offering offered to them in one of our locations to me is still an incredibly unique proposition, especially for our customers to see our frames live and in person.” - Sandy Gilsenan
 

“A typical journey as the customer first meets our brand through a home try-on program, they get those five frames. Maybe they go online to see them, maybe they heart some, and then they go to a store. They come to the store informed about our brand. And I think one of the things that I always applaud, is our store associates are, best in class in terms of training, learning about customer experience.

We really focus on that. So I think it's this idea, you know, the word omnichannel is probably a bit overused, but we sort of like to say we're gonna create as many channels as our customers dictate necessary for them to trust the brand and find the product that they love.” - Kim Nemser

—

Show Notes

• (02:39) - Sandy’s journey to Warby Parker
• (03:57) - Kim’s journey to Warby Parker 
• (06:57) - Warby Parker’s 200th store
• (14:27) - Buy a pair give a pair
• (19:54) - Seamless technology
• (29:52) - Getting to know Sandy and Kim

—

Sponsor

This podcast is presented by Dell Technologies and Intel. Together they help you realize digital transformation across retail by driving IT innovation to better engage with today’s connected consumer. Learn more at DellTechnologies.com/retail and Intel.com/retail.

—

Links

Connect with Kim on LinkedIn

Connect with Sandy on LinkedIn

Connect with Tony on LinkedIn

Connect with Tony on Twitter

Tony Saldanha – Transformant