Based in a town of 6500 residents, it’s easy to forget that local Cooma store birdsnest is one of Australia’s leading online retailers.
Locals were reminded again of the business’s success when birdsnest took out the Top Customer Experience Award at the 2023 Power Retailer All Stars Bash in Melbourne earlier this month.
The award is dedicated to retailers who go above and beyond for their customers across the online shopping journey.
Finalists included big brands such as Myer, The Iconic, Appliances Online, Pet Circle, Baby Bunting and Adore Beauty.
birdsnest thrives on delivering an exceptional customer experience at every touchpoint, and the team of more than 150 local ”birds” uses this to guide its journey to inspire confidence in women.
The team members are consistently coming up with innovative elements to their service that 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,” birdsnest founder Jane 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 buyers with unique style support, including personalised style recommendations, curated outfits, and weekly videos across social media that help customers understand items before they purchase.
The company has a dedicated team based in Cooma who are available on live chat, phone and email to assist and guide customers, and each parcel is wrapped with a personalised handwritten note.
Other notable site features include a commitment to model diversity and an extended size range (sizes 8-24), as well as the ability to choose which model size and body shape you would like to view a style on.
birdsnest’s most recent projects include its luxe Nest Lounge shopping experience; its Nest Stays accommodation, which encourages customers from afar to visit Cooma; and birdsnest Rehatched, where customers can contribute and shop secondhand birdsnest items alongside new ones.
While the once-little retail store has grown beyond the expectations of ”big bird’’ Jane Cay, who founded the business in 2004 and launched online in 2008, it comes as no surprise to those following the birdsnest journey.