SAN FRANCISCO — Ron Johnson is looking to change the way technology and the retail market interacts with customers. On stage at the TechCrunch Disrupt conference, he shared the company’s “secret sauce” for how Enjoy will succeed: people. And it’s going to be these employees that he’s betting on to survive the company’s next test.
Formerly Apple’s retail chief, Johnson knows what goes into trying to build a great customer experience. And he hopes what his team has built will carry over starting this weekend when its biggest feat will be delivering the new iPhone 6S and 6S Plus smartphones — all in under 4 hours. He boasted that while carriers are experiencing availability issues, Enjoy will be able to deliver the phones on Friday and help customers get their device set up.
Of course the iPhone is a popular device, others include the Sonos music system, DJI Robotics drone, GoPros, and Boosted skateboards.
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Founded in 2014, Enjoy is a concierge service that will not only deliver technology products to you, but also provide an expert that’ll help set it up so you’ll be fully versed in using it. And it’s these experts that Johnson believes will be the key differentiator and help it expand to other markets.
“From day one, our product from Enjoy was really a person. We decided from day 1 to invest in the person,” he said on stage to interviewer Anthony Ha.
In the on-demand age of our lives, one of the current debates being raged centers around the classification of workers: are they 1099 contractors or should they be deemed employees? While companies like Sprig, Instacart, Luxe, Zirx, and others have been making adjustments to its hiring practices, Enjoy has been one of the few to start off by having its experts be employees. “Every one is an employee, has a salary, benefits, and stock options,” says Johnson. “It’s the best decision we have ever made.”
Johnson revealed that his Enjoy experts are knowledgeable in technology and the service is having a positive impact with customers. To date there have been “thousands” of visits made and the average rating is “4.96 out of 5.00”.
Instead of just simply dropping off your tech product, Enjoy goes at least one step more. Experts will come to your home and assist you in not only configuring your GoPro, mobile device, drone, etc., but also help get you on your way. For example, if you have a GoPro, they’ll leave after helping you capture your first video using the device.
Enjoy has a growing audience and Johnson shared that not only are young millennials using the service, but also mothers with young kids. Much of the appeal is the convenience factor that Enjoy provides that users will be able to get their tech products and also training in the same day.
Enjoy has raised $80 million in venture capital from Andreessen Horowitz, Kleiner Perkins Caufield & Byers, Highland Capital, and Oak Investment Partners.