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With Yotpo Loyalty, HomeWorx Sees 25% Increase in Retention Rate

HomeWorx candles
Industry
Home & Garden icon Home & Garden
Platform Shopify
Location USA
Products
Loyalty
Reviews
Visual UGC
SMS Marketing
Websites
0 x
ROI within the first 90 days
0 x
Purchases made by redeemers
0 %
Increase in retention rate
0 %
Of week’s sales on launch day

About

HomeWorx is a home fragrance brand founded by award-winning fragrance expert Harry Slatkin. The brand focuses on premium and specialty four-wick candles. Their luxurious scents are guaranteed to fill your entire home with scent and provide a pleasant burn experience from start to finish.

Challenge

Main Takeaways
HomeWorx primarily sold in brick and mortar stores and at QVC. After 2020, they saw an opportunity to grow their D2C channel.
Working as a smaller team, HomeWorx desired the support and expertise to assist in achieving their goals.
They knew a marketing platform that offered a strategic loyalty solution to reach more customers, retain existing ones, and compete in the market, was very valuable.

Prior to 2020, HomeWorx's primary retailers were brick and mortar stores and QVC. The brand saw the opportunity to begin growing their D2C platform, as in-store retail grew increasingly unpredictable during the pandemic.

"We realized eCommerce was an important business to grow as the Brick & Mortar landscape changed over the years and during the pandemic," says Taylor Brown, Assistant Brand Manager, HomeWorx.

HomeWorx products

As a "masstige" home fragrance company, they saw the opportunity to increase conversion rates. There also was an opportunity to incentivize customers to return to their website and purchase. With a small team, their digital marketing stack had to be top-notch, while also easy to launch and manage.

Taylor Brown

”We met every week with our CSM and took full advantage of her expertise. We adopted her best practices, as they proved to work with other clients. Building the program was seamless with the unwavering support from our CSM.”

HomeWorx logo Taylor Brown, Assistant Brand Manager

Solution

Main Takeaways
The brand created Club HomeWorx Rewards, a tiered loyalty program that incentivized customers to choose HomeWorxCandles.com when shopping for candles.
HomeWorx leaned heavily on Yotpo’s customer success managers to strategize, provide advice on best practices, and ultimately help their brand achieve their business goals.
Yotpo's platform synergies made it easy for HomeWorx to engage new shoppers through Loyalty, Reviews, and SMS Marketing.

Leveraging the expertise of Yotpo’s Customer Success Managers (CSMs), HomeWorx strategized to create a captivating, tiered loyalty program with multiple campaigns to encourage customer engagement and retention.

Under their CSM's guidance, HomeWorx launched a punch card campaign to drive repeat purchases, VIP tiers to create exclusivity, and rewards for social media follows. The brand also used Club HomeWorx to create excitement around product launches and promotions, boosting their ROI early on.

HomeWorx data

”What contributed most to our success was the strategic process behind building the program. The preparation leading up to the launch was key to a successful Loyalty program launch.”

HomeWorx logo Taylor Brown, Assistant Brand Manager

Results

Main Takeaways
With Yotpo, HomeWorx has achieved an 11x lift in ROI in the first 90 days, almost doubling the 4x-7x lift brands see at the 6-month mark.
Their program participation rate is 3.4% with an upward trend; at 90 days the industry benchmark is 2%.
The referral CVR for HomeWorx is 2.5%, exceeding the 1.5% industry benchmark.

By launching loyalty campaigns that specifically aligned with their business goals, HomeWorx has outperformed every benchmark set at discovery. ROI, program participation, referral conversion — HomeWorx met and exceeded each goal within eight weeks. The brand has had their two best months in sales and traffic in their website’s history.

Since implementing Yotpo, HomeWorx increased the retention rate by 25%. And, program members have made four times as many purchases as non-members.

Club HomeWorx has driven new shoppers to their website more than ever before. The program ensures each new customer becomes a repeat purchaser after joining.

Brittany Burke

”When researching eCommerce growth optimization, we were impressed with what Yotpo had to offer. It was one of the few platforms that had direct integration with Shopify. After our initial meeting, we knew this platform was the best fit.”

HomeWorx logo Brittany Burke, Brand Manager
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