Developed a new program Comfort Crew https://www.brooklinen.com/pages/rewards


  • Increased the number of customers who moved from first purchase to second purchase by 20%.
  • Increased long-term LTV by 10%
  • Increased trials into new categories by generating trials when offering them as a reward for loyalty points
  • Customers who trial new categories via a reward we also more likely to return to buy into that category again.

The Challenge

Develop a new loyalty program to increase customers moving from first to second purchase as well long-term retention.

The Process

  • Analysis of customer behavior why do they repeat and how the previously launched program performed and any incremental revenue it drove
  • Surveyed customers to find out what they wanted from a loyalty program
  • Research similar loyalty programs to understand competitors and customer expectations


Rebuilt loyalty program using Yotpo and connecting the platform to Emarsys to allow for customer communication.

The Solution

Developed a new program Comfort Crew https://www.brooklinen.com/pages/rewards


  • Increased the number of customers who moved from first purchase to second purchase by 20%.
  • Increased long-term LTV by 10%
  • Increased trials into new categories by generating trials when offering them as a reward for loyalty points
  • Customers who trial new categories via a reward we also more likely to return to buy into that category again.
Skills Used

Email Marketing,SMS Marketing,Other,Web Development

Industry

Home & Garden

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