Fuse Lenses is proud to present the 2019 Fuse Year in Review. For us, 2019 was a year of learning, growth, and constantly improving our customer experience.
First of all, we saved 114,710 pairs of sunglasses together! That's pretty amazing. That's over 100k frames that didn't make their way into a landfill (or the dreaded junk drawer).
This past year, we increased staff by 38% across all departments. This not only means we were able to give more jobs to our community, but also, we now have more people in every department handling your questions, cutting your lenses, and improving our website. With the increase of people, Fuse Lenses has turned into a well-oiled machine.
The biggest change of 2019 was an all-new Fuse website. All of our changes were made with you, the customer, in mind - it’s easier than ever for our customers to navigate and browse replacement lenses.
With our new website also came 10+ new programs that we added to beef up our customer experiences. These programs touch everything from how customer service communicates with you, to when your order ships out. Each one was handpicked to help improve our customer journey.
If you’re on our email list, you may have noticed a few new personalized email messages. Our new email system helps us deliver you more relevant and more personal content straight into your inbox. This includes brand new tracking and delivery notifications so you have more times to get excited about your lenses!
This year, Fuse also rolled out a re-designed rewards program. We designed a points-to-cash program that’s basically giving you dollars off each and every purchase! It’s our way of saying thanks to our amazing customers.
This was also the year we beefed up our blog and help articles. You may have visited our new Help Center, filled with all things sunglasses and Fuse, to quickly get your questions answered without staring at your inbox waiting for an email reply. Because of this, we are beginning to build a database of articles to be the authority on sunglass and outdoors topics. You can even check us out on Google, as some of our articles were recognized as verified articles for the topics.
Speaking of help, we also added more channels in which our customers could contact us. If you’ve had a burning question recently - you may have noticed that you can now live chat with our agents during business hours, or even text us! This brings us to a grand total to 5 different ways you can reach us whenever you have a question, issue, or just want to say hey.
First responders and military have always been close to our hearts here at Fuse. In fact, our very first customers were the brave firemen of Station #48 in Clearwater, Florida, which Fuse still stands next to today! We were stoked to be able to bring out an easy, widely accessible military discount program right at checkout through ID.me.
This year was also the year of review. We set up product reviews, site reviews, and surveys across the site to give you the power to let us know, and our potential customers know, how your experience with Fuse has been. (We hope it’s been good!)
Finally, we were honored to be in the FLGrow list of Florida's top companies to watch. We know it was all of this was thanks to our amazing customers and community of Fuse Heads. We are so excited for all the changes we’ve made in 2019, and can confidently say - we’re nowhere close to being done. Thanks for an amazing year, and you can bet we have plenty more planned in 2020!
Happy New Years from the Fuse Team!