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Emma Sleep: a year of growth and focus on customer experience

Emma concluded 2023 on a high note with revenues soaring to €961.9 million. Despite encountering operational hurdles while implementing new systems, the company achieved a year-over-year revenue growth of +13% and marked its sixth consecutive year of profitability.

Throughout its journey of rapid expansion, Emma has set its sights on enhancing customer experience in 2024, alongside plans to establish at least 10 new Emma stores across Europe. In 2023, the company witnessed its most substantial revenue surge in the Asia-Pacific (APAC) and the Americas regions, including remarkable triple-digit growth rates in Taiwan, the US, and Mexico. Europe, a longstanding stronghold, notably contributed to the company's sustained profitability and expansion, with Belgium emerging as the top-performing market in the region. Since its inception in 2015, Emma has successfully expanded its presence to over 30 markets worldwide.

Photo: Emma.

The introduction of new systems, products, and platforms in 2023, such as a revamped order management system and a streamlined payment and refund processing system, aimed to enhance the Emma experience for all customers. However, the migration process to these systems, though beneficial in the long run, did lead to some temporary disruptions.

Emma ventured beyond its online roots by opening its first flagship stores in The Hague and Cologne, surpassing initial expectations and garnering popularity among visitors. The success of these physical stores has prompted Emma to announce plans for at least 10 additional stores across Europe this year.

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