LensCrafters Company started in 1983 a process of having eyeglasses made with an hour. Show great customer service with doctors, laboratory technician and eyeglass frames in store locations. In this case study characteristics of LensCrafters will be reviewed on many levels. The topics of chose range from Customer Benefit Package (CBP), strategy and competitive priorities, service delivery system design, and service encounter design. In the readings below, the write has developed an analogy on LensCrafters. The analogy is based on LensCrafters’ case study from textbook and other resources.
A subsidiary of Italy's Luxottica SpA, U.S.-based LensCrafters Inc. is the world's leading retailer of eyewear. Celebrating its 15th anniversary in 1998, the company was a pioneer of the "super optical" segment. Its’ phenomenal growth under U.S. Shoe in the 1980s culminated in Luxottica's 1995 acquisition. With over 700 outlets across the United States, Canada, and Puerto Rico, the chain boasts a seven percent share of the domestic retail eyewear market. The company was expected to cross the $1 billion sales mark in 1997, a tripling of revenues from 1987's $305 million. LensCrafters was founded in 1983 by Dean Butler, a 38-year-old who had previously worked at Procter & Gamble. Butler, whom also came up with the idea, frames ready within an hour. Strategy and Competitive Priorities
LensCrafters’ mission statement is focusing on the customers. This means delivering outstanding customer service creating great eyewear within an hour, knowledgeable associates and catering to the consumers need. The strategic and competitive priorities help support an organizations vision and mission statement. An organization should use significant research for marketing, engineering, operations, and sales functions. These strategies are keys to perfecting a customer benefit package. Customer Benefit Package
The customer benefit package (CBP) is...