Harry’s Reaches Out to Its Growing Customer Base

Although Harry’s, an Internet startup business that sells shaving accessories, has been around for less than a year, its razor-sharp focus has been on one thing: Its customers.

Proactively reaching out to customers for feedback and always striving to provide the best possible customer experience are crucial to the success of Harry’s.

“We want to create amazing experiences for people, whether they contact us by email or by phone,” Katie Rogers, Director, Customer Experience, Harry’s told Loyalty360. “We work with people and other teams within the company constantly to gather feedback from customers. We actually end up deliberately reaching out to customers and ask them for their feedback and let them know we’re here for them. We get wonderful, wonderful feedback from our customers.”

Even the negative feedback, Rogers added, “ends up being constructive because they share with us the issues causing them inconveniences.”

Harry’s, which has distribution centers in Nevada, Connecticut, and Germany, sells a shaving set of a razor, two replacement blades, and a tube of cream for $15. The company prides itself on the workmanship that goes into its products.

Rogers said Harry’s emails customers when it is time for them to buy more blades.

Harry’s, which does not currently have a loyalty program, was founded by Andy Katz-Mayfield and Jeff Raider.

“It’s pretty different than most other companies,” Raider told Loyalty360. “We actually want to create interactions with customers so we can deliver amazing experiences. We have a perspective on how we want to grow the business. What’s paramount is driving and delivering great customer experiences.”

Raider and Rogers both spoke about the company’s concierge service, which revolves around building relationships with customers, emailing them and asking them about their individual experiences.

“Rather than providing a specific type of monetary reward, we try and use past interactions to help us to figure out how to best speak to customers in the future,” Raider explained. “If you order three razor blades, and then order three blades three weeks later, the next time we should be there for him when he might be ready to order. We want them to know we’re here for them. For us, it’s effective and increases engagement and loyalty. In doing that, hopefully we make the customer experience better.”

Rogers said the concierge plays a significant role in collecting feedback from customers.

“We want to make the customer experience wonderful and seamless,” she said. “After someone receives their orders, we get feedback through the concierge. We want to hear the good, the bad, and the ugly.”

What amazes Rogers is the wonderful customers Harry’s has attracted.

“I’ve never seen people so encouraging and so supportive when we are asking for feedback,” she said. “It’s a testament to what we’re building here.”

Raider said Harry’s uses social media to interact with customers on a regular basis.

“We’re pretty active on social media and we want people to follow up on Facebook, Twitter, or Instagram,” he said. “We also have our own barber shop in New York City where customers come in and get a shave and a haircut.”

Raider said Harry’s conducts several customer satisfaction surveys to see where they are happy and “where we can improve.”

Rogers said company officials spend a lot of time in understanding the feedback.

“We want to know if they are having issues, about their experiences on the site, and they can reply back to the concierge,” she said. “Or a lot of people wishing we had this type of product and being able to provide that voice for the customer. We want to be able to have these relationships with every single customer.”

Rogers said there aren’t any other shaving brands creating these types of customer relationships.

“We’re actively seeking out feedback,” she said.

Raider said Harry’s strives to make high-quality products and give people amazing experiences.

“We want to focus on and deliver an awesome experience,” he said.

Rogers added that Harry’s wants to answer the question: How do you make this a seamless experience and as clean and easy as possible?

“We’re still pretty young and most of our customers are brand new,” she said. “We want to keep innovating.”

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