8 July 2023

Award finalist spots another feather in the cap for Cooma online store birdsnest

| Gail Eastaway
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nine women walking in paddock

The team from Cooma’s birdsnest, which is a finalist in three ORIAS categories. Photo: birdsnest.

Snowy Monaro retailer birdsnest has been announced as a finalist in three categories of the prestigious Australia Post Online Retail Industry Awards (ORIAS).

The ORIAS reward outstanding effort, innovation and creativity across the entire industry.

Cooma’s birdsnest is a finalist in the Customer Service Excellence, Best End-to-End Customer Experience and Best Multichannel Retailer categories.

The brainchild of owner Jane Cay, birdsnest took the Top Customer Experience Award at the 2023 Power Retailer All Stars Bash in Melbourne earlier this year.

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birdsnest thrives on delivering an exceptional customer experience at every touchpoint, and the team of more than 150 local ‘‘birds’’ uses this to guide them on their journey to inspire confidence in women.

The team is consistently coming up with new and innovative elements to the service to make shopping at birdsnest more than just a transaction.

“We understand that shopping, in general, can be quite daunting for some women, as we can be so tough on ourselves and our bodies,” founder Ms Cay said.

”We have worked hard to create a space in person and online where our customers can come to feel nurtured and safe, where we can help them to find the right outfits to make them feel good on the inside and out.”

birdsnest uses innovative technology to provide customers with unique style support, including personalised style recommendations, curated outfits, and weekly videos across social media that help customers understand items before they buy.

The business has Cooma-based team members who are available on Live Chat, phone and email to assist and guide customers, and each parcel comes with a personalised handwritten note.

The ORIAS winners will be announced at a presentation in Sydney on 20 July.

The categories and finalists are:

1. Best End-To-End Customer Experience


This category rewards retailers who manage to achieve excellence in customer experience throughout their customers’ online journey.  From the point of discovery through to the look and feel of the website, the personalisation, AI and ease of transition from selection, ordering, payment and fulfilment, customer experience is the true differentiator between the retailer and its competitors. The winning retailer will be able to demonstrate how they have left a lasting impression across the buyer’s entire journey by proactively delighting their customers at every turn.


2. Customer Service Excellence


This category rewards retailers who focus on excellence in customer service across every touchpoint that serves to add value, instils trust in the brand and builds loyalty. This award recognises those retailers who know that you are only as good as your last communication and your last action.


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3. Best Multichannel Retailer (Destination store, Nest Stays, Nest Lounge, and Events + birdsnest Rehatched)


Multichannel is open to retailers demonstrating best practice in integrating traditional bricks-and-mortar retail with digital retail in an innovative, effective way to grow the overall retail business. Judging will be based on the brand’s ability to successfully integrate both its offline and online touchpoints to maximise the multichannel customer experience. Judging considerations will focus on the offline, online, mobile and combined overall retail experience on offer, including strength of cross-channel functionality. Entries are welcomed from former pureplay online retailers which have augmented their offer via multiple physical points of presence (e.g. more than a single showroom/flagship store) as part of their strategy.


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