Ilia Papas is the Founder and CTO of Blue Apron, fresh ingredients and great recipes delivered weekly to your home.
Our product is inherently social–not only are our customers generally cooking or eating with at least one other person, they are also very active on social media, so many of our customers have an idea of our benefits before they reach the site. We reduce potential friction by announcing recipes a week in advance and giving customers the ability to skip any week they choose, addressing any uncertainties the customer might have while signing up.
We have a pretty firm philosophy here of taking ownership of initiatives and running with them. This is intentional, but also happened somewhat organically due to the diverse set of skills our operation requires, spanning food, technology, marketing, operations—the list goes on. That diversity means we all have to trust each other’s decisions, but it also clears the way for people to take ownership of initiatives and push them forward without a lot of second-guessing and micromanagement, resulting in constant rapid progress.
When you’re shipping fresh food, quality customer service is everything. We generally do everything we can to accommodate our customers’ needs and often go above and beyond to make sure they’re receiving the best possible experience. For instance, a customer’s shipment was recently missing ...