Greats Gets The Most Out Of Their Customer Feedback

  • Industry
    Industry
    Shoes, Fashion
  • Platform
    Platform
    Shopify Plus
  • Challenge
    Challenge
    Delivering exceptional customer service and improving on-site product marketing
  • Solution
    Solution
    Collecting customer content with Custom Review Forms to get specific consumer feedback about sizing and using it to elevate the user experience
  • Results
    Results
    40% of site visitors engage with on-site UGC and roughly 60% of buyers engaged with UGC
Launched in 2013 by Ryan Babenzien and Jon Buscemi, Greats is Brooklyn, New York’s first premium sneaker brand.

Company

Luxury sneaker brand Greats is making more than a fashion statement. The first digitally native sneaker brand (and also Brooklyn’s first) has drawn a cult following that includes athletes, designers, and even former President Barack Obama. But Greats is also quickly amassing a large audience for its core value prop: premium, Italian-made sneakers at accessible prices.

Yotpo's platform has really impacted our entire business — from customer service to product development, and even our marketing efforts. It doesn't matter how great your marketing is, there's nothing stronger than somebody loving your product and telling their friends about it.
Kristin Sword
Kristin Sword
Marketing Manager at Greats
40%
Engagement rate
Of site visitors with on-site UGC

Challenge

For their direct-to-consumer business model to succeed, Greats understood the need to put customers first throughout their entire brand experience. Kristin Sword, Greats’ Marketing Manager explains, “There is so much competition in the eCommerce world nowadays that your customer service has to be second to none.”

Greats needed better analytics, feedback, and consumer data to ensure they could deliver a superior product and customer experience. “One of our biggest challenges has always been sizing. Not all of our shoes have the same size across the board, which has been a huge pain point for customer service.”

60%
Of online sales
From customers that engaged with on-site UGC

Solution

Greats used Yotpo to collect, curate, and display user-generated content (UGC), like customer reviews and social photos across their site to better engage shoppers and influence their decision-making. “We give customers a voice and show them how peers and other shoppers are styling and showing off their Greats,” said Sword.

Having UGC is great for engagement and purchasing inspiration, but also provides Greats with important information. Seeing an opportunity to solve their sizing challenge, Greats implemented Yotpo’s Custom Review Forms to ask buyers for specific feedback about the topic.

With Yotpo, we collect feedback about how our shoes fit and publish those reviews so other customers know how to order their shoes best. This customer feedback loop helps improve our customer service and inform our product offering.
Kristin Sword
Kristin Sword
Marketing Manager
Advice
To stay customer-first, it’s important to focus on the feedback loop. We make changes both to our product and our website based on what our customers ask for in reviews.
Kristin Sword
Marketing Manager at Greats
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