Brooklinen Delivers Exceptional Customer Experience

  • Industry
    Industry
    Bedding, Home & Garden
  • Platform
    Platform
    Shopify Plus
  • Challenge
    Challenge
    Building a community of loyal brand fans in a competitive industry and improving the brand experience based on customer feedback
  • Solution
    Solution
    Using Yotpo’s suite of optimized content generation tools, including review requests, coupons, and upselling, as well as community Q&A to keep past customers engaged
  • Results
    Results
    Over 25K five-star reviews collected and seeing additional revenues from repeat purchases initiated by coupons & promoted products in review requests
Vicki and Rich Fulop, the husband and wife duo behind Brooklinen, launched the stylish linen brand in 2014.

Company

The Brooklyn-based co-founders struggled to find high-quality bed sheets that wouldn’t break the bank, so they decided to manufacture their own. After raising $237,000 in a Kickstarter, the Fulops spent the next three years bootstrapping. Today, they offer extremely comfortable, luxury sheets that start at $99.

Brooklinen has carved out a solid niche in a highly competitive market. As a direct-to-consumer business, Brooklinen focus on delivering exceptional quality & design alongside an incredible customer experience.

Brooklinen is user-generated content. That's just the bottom line. Brooklinen wouldn't be what it is without our customers. We need to know how our customers feel about us, so we can create better, more positive customer experiences for the next customers to come.
Jack Lorentzen
Jack Lorentzen
Senior Associate at Brooklinen
25K+
Five-star reviews
And counting

Challenge

In the saturated home & lifestyle industry, Brooklinen faced the challenge of earning customer trust and building brand fans. They needed to connect with their consumers, develop a loyal customer base, and understand what they really think in order to continuously improve their products and service.

Starting out, Brooklinen only had a few reviews on their product pages. Jack Lorentzen, Senior Associate at Brooklinen explains, “very early on we understood that we needed a review platform like Yotpo.” Brooklinen wanted to put a user-generated content engine in place, since customer-centricity is integral to their brand philosophy  “Always speak to your customer as if they’re your friend.”

Yotpo is really just crushing it in terms of the customer ease of leaving a review. In under three minutes, customers can tell us exactly what they loved and didn’t love about their experience.

Solution

Brooklinen integrated Yotpo across their site, making it super easy for their customers to share feedback, and began to leverage user-generated content throughout the buyer journey. Brooklinen used Yotpo’s coupons and product recommendation upsell features in review requests to incentivize customers to leave reviews and make repeat purchases.

For brands like Brooklinen, customer experience isn’t just about satisfaction and support, it’s about building relationships from the first interaction. By commenting back to customer reviews and leveraging community Q&A, Brooklinen builds a two-way conversation with their shoppers.

Advice
“I think what sets us apart is not only that we take feedback and that we run with it, but that we strive for it and crave it. As an eCommerce company, customer feedback is what helps us adapt and learn.”
Jack Lorentzen
Senior Associate at Brooklinen

Interested in Yotpo?

Schedule a call with one of our marketing consultants to learn more.

By submitting my request, I consent to the collection and processing of my personal information as described in Yotpo's Privacy Policy

Let's make the most
of our time

More info helps us prepare the best and most personalized call for you.

Thank you.
We'll be in touch ASAP.
In the meantime, enjoy these: