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Despite the global pandemic, Brooklinen has had a year of milestones. The direct-to-consumer bedding and loungewear purveyor celebrated their millionth customer and sold their millionth set of sheets. Some of that success is the nature of being a home essentials company when people are forced to stay home. While that brings people in the door, it’s customer retention manager Courtney Conway’s job to keep them coming back.
“Our goal is for customers to feel like we know who they are,” said Conway at Adweek’s Performance Marketing Summit this week.