MAD Week: A Little Birdie Told Me How To Keep Customers Coming Back

The tit sits on one's hand. People feed the bird.
SHARE
THIS



Jane Cay from online retailer Birdsnest told MAD Week’s Customer Conference the essence of success is understanding how to solve customer problems.

Any good piece of business advice will start with a meet-cute.

“I fell in love with a farmer and moved to the Snowy Mountains,” says Jane Cay, the founder of online retailer birdnest.com.au at yesterday’s MAD Week Customer Conference. It was here, in the town of Cooma, that her independent businesses was launched back in 2008, and it has gone on to become one of the biggest online apparel stores in Australia.

Today, the business employs over 100 birds, 80 per cent of its revenue comes from repeat customers and Birdsnest boasts an NPS score of 97.

So what’s the secret to this bird’s success?

“I realised I wasn’t in the business of selling frocks, I was in the business of solving wardrobe dilemmas,” says Cay. “The essence of success I believe is understanding how to solve your customer’s problems and really knowing what problems they have.”

A lot of Birdnest’s growth comes from customer experience. “It’s dinner party conversation where the girlfriend will tell the girlfriend,” says Cay.

“Our customers tell us very intimate things about themselves; their body shape, whether they have big boobs or big hips. We can use that information to recommend the best product for them.”

The true understanding Birdnest have of their customers is a result of Cay having to “think outside the box”.

“Living in a town of 8000 people and not having a lot of marketing dollars to throw around forces you to think differently and be adaptable,” Cay explains. “The Internet has redefined how women shop.”

Cay is passionate about inspiring confidence in her customers and discovering new ways to solve their wardrobe dilemma’s using the latest technology.

Birdsnest has created a unique online shopping experience where customers have to option to shop by colour, occasion or body type. The website allows you to create a profile where you can share any concerns you might have, list your favourite brands to wear (there are more than 300 to choose from) and a member of the Birsdnest team will contact you directly to recommend an outfit to suit your shape and style.

Another “out of the box” trick Birdsnest uses to keep their customers coming back is focusing on the little things. “One of our customers recently had a baby, so we sent her a little gift with a hand-written letter to make her feel special,” says Cay. Her advice for bigger businesses, who she believes “gets it” is “when in doubt, be generous to your customer… it’s those tiny things that equal your brand and how people feel about your brand,” She says.

It’s the intimate connection a brand has with a customer that keeps them coming back and that is “imperative to business success,” explains Cay.

But this founding bird admits the key to customer connection begins with your team. “While the customer is leading the way, it starts by loving your team.  For me it’s about truly loving and trusting your team – do they want to wake up in the morning and come to work? – If you’ve got a team doing that, then every touch point is going to have a positive experience,” says Cay

Cay plays a vital part in the interviewing process of prospective employees. “We try to find out what they are passionate about – if they can achieve their personal goals and we can help them do that, then we know they are going to be great and passionate and genuine with customers,” explains Cay.

Cay admits having the right team means Birdsnest are truly able to engage with the customer. “This is the foundation of our growth,” she says. “Are you solving your customer’s problems differently and better that someone else? If you are then they will come to you to solve you again.”

Latest News

Why High-Quality Video Doesn’t Have To Mean High Production Costs
  • Media
  • Opinion

Why High-Quality Video Doesn’t Have To Mean High Production Costs

Here, Brightcove channel manager, Maddy Drachler (pictured below), says brands thinking of dipping a toe into video content need no longer fear a monster production bill and a bad dose of the sweats… Brands today know video is an important part of the digital marketing mix. But prevailing attitudes mean it’s often seen as expensive and time intensive. And if […]

Opinion

by B&T Magazine

B&T Magazine
Michael Ebeid - SBS Managing Director
  • Media

SBS Supremo Michael Ebeid Announces Resignation After 7.5 Years

Michael Ebeid will step down as SBS chief executive officer and managing director after seven-and-a-half years at the broadcaster. Ebeid will depart SBS on 1st October 2018 and will make an announcement in coming weeks about his next role. The SBS board of directors will immediately begin a recruitment process to recruit a new SBS managing director. […]

by B&T Magazine

B&T Magazine
Publicis Media To Handle Lenovo’s Global Media Account Via Bespoke Unit
  • Advertising
  • Media

Publicis Media To Handle Lenovo’s Global Media Account Via Bespoke Unit

Computer hardware and electronics company Lenovo has selected Publicis Media to handle its global media strategy, planning and buying through a bespoke client unit. Lenovo One Media will be housed within and managed by Performics and Spark Foundry. It will be responsible for media strategy, planning and execution, and includes all forms of traditional and […]

Grant Broadcasters Makes Several Changes To Senior Executive Team
  • Media

Grant Broadcasters Makes Several Changes To Senior Executive Team

Independent media company Grant Broadcasters has announced a number of changes to its executive ranks. Grant Cameron will move up to become non-executive chairman for the company, and Alison Cameron (pictured above) – currently the chief operating officer – will assume the CEO role. Dugald Cameron remains responsible for the family’s investment portfolio and is […]

Shopper Media Group Partners With Mist To Offer New Tech & AI-Driven Capabilities
  • Advertising
  • Media

Shopper Media Group Partners With Mist To Offer New Tech & AI-Driven Capabilities

Australian retail out-of-home (OOH) business Shopper Media Group (SMG) has announced a partnership with AI-powered wireless networks provider Mist. The partnership will see SMG offer new WiFi, analytics and location-based services across the company’s portfolio of Australian shopping centres. Mist currently provides WiFi and location services using virtual Bluetooth LE technology to businesses across all […]

Indy Agency This Is Flow Wins Cruiseco’s $5 Million Media Account
  • Advertising
  • Media

Indy Agency This Is Flow Wins Cruiseco’s $5 Million Media Account

Travel organisation Cruiseco has announced the appointment of Sydney independent agency This is Flow (TIF) to handle its $5 million media account. This is the first time Cruiseco has appointed an agency, having managed its communications internally. Cruiseco is the largest and broadest distributor of cruise products in the Southern Hemisphere. With a membership base […]

Women In Media Profile: Naomi Shepherd
  • Media

Women In Media Profile: Naomi Shepherd

Need a Monday morning pick-me-up? You could stand naked next to the office fridge or read these inspiring words.

by B&T Magazine

B&T Magazine
APN Outdoor Takes Off With Queenstown Airport Contract
  • Advertising
  • Media

APN Outdoor Takes Off With Queenstown Airport Contract

Out-of-home media business APN Outdoor has won the tender for New Zealand’s Queenstown Airport. As part of the new agreement, APN Outdoor has flagged extensive development plans for Queenstown Airport’s advertising assets. The new contract adds Queenstown Airport to APN Outdoor’s existing portfolio of Auckland and Christchurch Airports. The media company will hire a South […]

Havas Secures Exclusive ‘Fight Of Champions’ Broadcast Rights With Foxtel For Australia & NZ
  • Media

Havas Secures Exclusive ‘Fight Of Champions’ Broadcast Rights With Foxtel For Australia & NZ

Havas Sports & Entertainment ANZ, a division of the broader global full-service agency Havas, has confirmed an exclusive deal with Foxtel to showcase the World Boxing Association (WBA) Welterweight Championship across the trans-Tasman. Billed as the ‘Fight of Champions’, Manny Pacquiao and Lucas Matthysse will square off for the WBA Welterweight belt this Sunday. Havas […]

The Question On Everybody’s Lips At Cannes: How Did Tesco Win The Grand Prix Media Lion?
  • Media
  • Opinion

The Question On Everybody’s Lips At Cannes: How Did Tesco Win The Grand Prix Media Lion?

In this guest post, PHD’s Chloe Hooper (pictured below) analyses the campaign that claimed top honours in the Media category at Cannes this year. I sat in the auditorium as the Cannes Media Lion winners for 2018 were awarded. One thing became instantly clear to me: it is all about taking home Gold or the Grand Prix. […]

Opinion

by B&T Magazine

B&T Magazine
MINI Australia Showcases New ‘Connected’ Vehicles Via Vizeum & Posterscope
  • Advertising
  • Campaigns

MINI Australia Showcases New ‘Connected’ Vehicles Via Vizeum & Posterscope

An integrated campaign by Vizeum Melbourne for MINI Australia’s new ‘Connected’ vehicles will see digital out-of-home (DOOH) served via Posterscope’s Liveposter platform. Delivered centrally, the campaign will showcase the flexible qualities DOOH provides via multiple creatives targeted with specific data overlays such as location, traffic, time of day, and weather triggers such as rain. The […]

Women In Media Profile: Lisa Sheehan
  • Media

Women In Media Profile: Lisa Sheehan

The delightful Lisa Sheehan straps into B&T's "cage of truth" we actually prefer to call our Women in Media profiles.

by B&T Magazine

B&T Magazine
News Corp, Storyful & Fox Sports Join Forces To Support AIME Hoodie Day
  • Advertising
  • Campaigns
  • Marketing
  • Media

News Corp, Storyful & Fox Sports Join Forces To Support AIME Hoodie Day

News Corp Australia, Storyful and Fox Sports have joined forces in support of 2018 AIME Hoodie Day with a creative advertising, PR, social media and editorial campaign across print, digital, and broadcast media. Fox League presenter Hannah Hollis (pictured above) fronts the AIME Hoodie Day campaign, conceptualised, designed and created by News Corp’s trade marketing […]

Storyation Finalist For Global Content Marketing Agency Of The Year
  • Marketing

Storyation Finalist For Global Content Marketing Agency Of The Year

Sydney content marketing agency Storyation has been named a finalist for global Content Marketing Agency of the Year in the Content Marketing Association Awards in the US.  The only Australian agency on the short-list, Storyation was founded by two former Fairfax Media executives Lauren Quaintance (right in photo) and Mimi Cullen (left) and its clients include Tourism […]

Jaden Social Claims Integrated Marketing Tender For NSW Schools Spectacular
  • Marketing

Jaden Social Claims Integrated Marketing Tender For NSW Schools Spectacular

Jaden Social has been awarded the tender to handle integrated marketing for the NSW Schools Spectacular. The agreement will see Jaden Social manage marketing, media, digital and social across the 2018 to 2020 productions of Schools Spectacular, held at Qudos Bank Arena in November. Jaden Social underwent a competitive pitch to secure the account, in […]

APD Australia Appoints New Head Of Digital Product & Strategy
  • Marketing
  • Technology

APD Australia Appoints New Head Of Digital Product & Strategy

Digital transformation business APD has announced the appointment of Chris Butterworth as its Australian head of digital product and strategy. Based in Melbourne, Butterworth (pictured above) will be responsible for building on APD’s owned media team, growing its range of services and developing cross-channel products. Butterworth joins APD from Reprise Digital, where he was most […]

Apparent Appoints Joint Creative Directors From Within
  • Marketing

Apparent Appoints Joint Creative Directors From Within

Customer engagement agency Apparent has promoted Michelle Turchini and Simon Bloomfield to the newly created roles of joint creative directors, following strong business growth. Over the past 12 months, the independent Sydney agency has increased its staff to more than 60 people and moved into larger offices off the back of new and organic business […]

Targus Reinvigorates Brand Across The Trans-Tasman With First-Ever OOH Campaign
  • Advertising
  • Campaigns
  • Marketing

Targus Reinvigorates Brand Across The Trans-Tasman With First-Ever OOH Campaign

Targus Australia New Zealand has today unveiled its first-ever out-of-home media campaign to show off the brand’s fresh look and reinvigorated proposition. Showcasing how Targus connects people and technology, the campaign has been developed by the local arm of international independent brand design agency SomeOne, alongside a media strategy developed in collaboration with Sydney-based agency […]

Bedshed Reveals What Aussies Get Up To In Their Bedrooms In Fresh Campaign By Rare Perth
  • Advertising
  • Campaigns

Bedshed Reveals What Aussies Get Up To In Their Bedrooms In Fresh Campaign By Rare Perth

Last year, Bedshed commissioned a nationwide survey asking people right across the country what they get up to in the privacy of their bedrooms. It then gathered all the personal revelations together into a report, and now they’re sharing those details with everyone in Australia. The Bedroom Report reveals everything from our favourite sleeping positions […]

MediaMath Secures $US225 Million In New Funding
  • Advertising
  • Technology

MediaMath Secures $US225 Million In New Funding

Programmatic advertising player MediaMath has announced an integrated set of initiatives designed to advance the next generation architecture for digital marketing. The company is unveiling a range of investments in technology, people and relationships, as well as US$225 million in new financing, to accelerate its mission to connect marketers with consumers in a manner that […]

Christie Spaces Chooses The Wired Agency To Lead Digital Marketing
  • Marketing

Christie Spaces Chooses The Wired Agency To Lead Digital Marketing

Co-working space company Christie Spaces has announced the appointment of The Wired Agency as its new digital marketing agency in Australia. Tasked with maximising campaign performance through their trademarked hyper-segmentation and hyper-optimisation techniques, The Wired Agency will be leading search advertising, display advertising, and SEO for Christie Spaces. The company exists to provide a space […]