LensCrafters
LensCrafters is an international retailer of prescription eyewear including prescription sunglasses. They are the largest optical chain in the United States, with about 90 stores just in California alone. It was founded in 1983 in the U.S. by E. Dean Butler, a manager with Procter & Gamble. Butler sold the company to the United States Shoe Corporation in 1985 and remained as President until 1987, when Bannus (Ban) Hudson replaced him. It was the very first optical retailer to promise eyeglasses ready in an hour. LensCrafters, has subsequently expanded to over 850 stores located in Canada, the United States, Puerto Rico and Hong Kong. They were able to expand by bringing on site independent doctors of optometry, the optical laboratory and a wide selection of frames all under one facility. The company has its corporate headquarters in Mason, Ohio, near Cincinnati. LensCrafters, Sunglass Hut International and Pearle Vision are all wholly owned subsidiaries of the Italian-based Luxottica, the largest eyewear company in the world. LensCrafters Mission is focused on being the best by creating customers for life by delivering legendary customer service, developing and energizing associates and leaders in the world’s best work place, crafting perfect-quality eyewear in about an hour, and delivering superior overall value to meet each customer’s individual needs.
LensCrafters Customer Benefit Package consists of their goods and services, the accurate eye exams and one hour delivery of service also play a big role in the customer benefit package. LensCrafters is unique in the eyeglass marketplace, they offer full labs onsite as well as being able to provide the customer there finished product in an hour or less. By providing this service it is viewed as adding value. LensCrafter also offer a ninety (90) day unconditional return guarantee or exchange, they offer extend protection plans, and doctors to provide comprehensive eye exam for all patients and they offer pay later plans so that everyone may be a part of their services. This one of the many way as to how LenCrafters differentiates in it products and services and has shows much success.
LensCrafter store are located in high traffic areas so that they get a lot of exposure. There layout is inviting of impression quality and professionalism to the customer. Everything is organized and easy for the customer to know what product and services are offered when they walk in. Also the layout is not confusing for the customer meaning when they walk in the door they know the first counter they should go to, which would be the check in counter from there they are directed to the waiting area to wait for your name to be called, then to go to the exam rooms for their comprehensive eye exam, then directed to pick out there frames get fitted wait for your glasses to be completed then try them out, if all is good pay and out the door a good operational flow. This organized operation invites the customer want to be there. The company requires that the optometry license and certifications are to be hanging on the facility walls so the customer may view their abilities and qualifications.
Each job at lenscrafters rather if it’s a sale associate, lab technician, or the doctor of optometry, they require that they all have technical skills and service management skill. They assure this by providing training. Associates are well trained on their jobs as well as they are all cross trained. I believe cross training is huge this is definitely something that I feel many companies lack. For example: one thing any customer would hate is to go into a store ask a employee that works there a question and they either can’t provide you with an answer which then you have to wait for the particular person who knows the answer to be available or you inquire and they tell an answer but it’s a different answer by another employees answer. At least with cross training everyone know the same information which then they can all give out the proper information which gains the customers trust with that company. Not only do they have excellent training provided to their employee, they also provide a well diverse workplace, they encourage all walks of life to join their organization with that they offer one of the best competitive benefit packages in the retail industry. By LensCrafters providing employee satisfaction it encourage the worker to put training into full pleasant action. Meaning since the employee is happy to be working there it will show thru them and reflect on the customer that is walking thru the door.
Many organizations could benefit if they looked at Lenscrafters views and applied them, they use technology to perform data from there costumers to evaluate the need that is in the area which allows them to have a target market based off the needs. This in the long run will help increase profit to their company. They are also able to market well because they offer quality, flexibly and accuracy in an expedited time frame, LensCrafters was looking to the future when they started this added service, even with their customers they are marketing to retain life time customers that they will earn the customers trust which will result to a one time customer turning into a life time customer. They are a one stop shop for all your vision needs which is great because if there is something wrong with the product you purchase you don’t have to worry about dealing with a third party company and get the run around of who to talk to about fixin the problem.