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.
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.”
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.
