24 July 2023

Birdsnest named Online Retailer of the Year

| Gail Eastaway
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Cooma's Birdsnest store has been named the Online Retailer of the Year at the 2023 ORIA Awards.

Birdsnest founder Jane Cay (middle) with Ashley Roberts (digital marketer), and Belen Leveroni (customer experience) at the announcement of their three ORIA awards on 20 July. Photo: ORIA Awards.

Snowy Monaro retailer, birdsnest, located in Cooma, has won three prestigious industry awards, including Online Retailer of the Year at the Australia Post Online Retail Industry Awards (ORIAS).

Birdsnest’s media team said they were “delighted to have taken home the following awards: Best End to End Customer Experience and Best Multichannel Retailer”.

“And with huge excitement we announce we have been awarded the Online Retailer of the Year 2023 award,” they said.

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

Birdsnest’s first award, Best End To End Customer Experience, rewarded retailers who managed to achieve excellence in customer experience throughout their customers’ online journey.

The winner had to be able to demonstrate how they had left a lasting impression across the buyer’s entire journey by proactively delighting their customers at every turn.

Birdsnest defeated other finalists, Adorn Cosmetics, Carma, Freedom Furniture, Appliances Online and Miss Amara Pty Ltd.

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The second award, Best Multichannel Retailer (Destination store, Nest Stays, Nest Lounge, and Events + birdsnest Rehatched) was 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 was based on the brand’s ability to successfully integrate both offline and online touch points to maximise the multichannel customer experience.

Entries were welcomed from former pure play 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.

Birdsnest defeated other finalists Freedom Furniture, July, Living Edge, Rebel and Winning Appliances.

The brainchild of owner Jane Cay, birdsnest took out 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’ use this to guide them on their journey to inspire confidence in women.

The team is consistently coming up with new and innovative elements for 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. 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 founder Jane Cay said.

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

They have 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 love and personalised with a handwritten note.

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