Desiderate PTY LTD, Thirroul, New South Wales, Australia: Happy customers are happy customers

Total 179 words used.

Desiderate sells beautiful and high-quality boho-inspired jewellery to a slightly older demographic than the typical jewellery retailer—Australian women aged 35-65+. 

Desiderate is a thriving family-owned business, with a self-built website that attracts 37,000 monthly visits on average. This year total revenue surpassed [REDACTED FOR PUBLICATION] million and average monthly revenue is [REDACTED FOR PUBLICATION]. I’m most proud of our 2150+ reviews which reflect the passion and loyalty our customers have for our brand. We strive to not just satisfy customers but delight them at every opportunity.

For us customer service begins with an efficient website that makes it easy for customers to purchase. We share detailed product descriptions and photos to encourage decision making. And we have multiple buy now pay later options. We provide an extensive blog to give customers helpful advice on sizing and gemstone meanings. 

Customer service continues with stunning packaging and easy returns. And we build loyalty with a strategic customer incentivisation program that encourages repeat purchase to ensure we stay top of mind as the go-to jewellery brand in a highly competitive and fragmented market.

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We understand customer hesitancy in purchasing online. Customers want to try on rings and bangles to get the size right. In the past year we have increased customer shopping confidence with: 

—a free ring sizer tool for customers unsure of ring size 

—an industry-first virtual try-on tool, launched in August 2022—a fun, fast and easy tool that shows the jewellery on their finger, wrist, neckline etc to see how it will look in person 

—blogs about how to choose the right bangle size and ring size

—multiple product photos and 360° video showing products at every angle 

In the past year we:

—increased our email subscribers to 56,214 with an open rate of 33.9% 

—gained approximately 350 new Google reviews, up to 798 with a 5-star average 

—attracted a monthly average of 1500 website visitors

—won several awards for innovation, blogging, sales, customer service and SEO

—maintained a steady complain rate of 1-2% of total purchases per month 

—improved customer complaint processes by launching a customer complaint log, capturing data, ensuring consistency of response and analysing complaints to identify potential trends 

Whatever the reason, our friendly team will offer customers exchanges if they aren’t happy and fast-track the delivery of a replacement size or colour item. 

When it comes to customer complaints, we take a ‘from the heart’ policy meaning we seek to listen to the customer, sympathise with their dilemma and do what we can to make it right.

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URL - Campaign Monitor Email Open Rates

Klayvio Screenshot - total email subscribers 

Klayvio Screenshot - email open rate 

Google Screenshot - 799 reviews 

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SEMRush Screenshot showing traffic and backlinks 

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Written answers to the questions

Total 239 words used.

The ring sizer tool helps surprise and delight customers and few online jewellers offer them free to customers.  Since 1 January 2022 we have distributed 420 free ring tools, and 95% of customers then purchase. 

The virtual try on tool is unique to our category. There are other tools available online but they require customers to take their own photo making them time consuming and difficult to use. Ours is much easier and faster, giving us a clear point of difference and helping customers be happier with their purchase choice. 

Our email subscriber rates are impressive given the industry average for retail is 17%—we are almost double that at 33%.

Our biggest competitor is [REDACTED FOR PUBLICATION], which has: 

—18 Google reviews with a 4.8 average (we have 798 with a 5.0 average) 

—no resources for help with sizing (we have blogs and our free ring sizer tool) 

—not won any local or international awards since 2022 (we have won 14 since 1 January 2022) 

—no way to try on jewellery virtually 

The best measure of our customer satisfaction program is repeat purchases, and we know from our sales data that 

• 51% of customers have purchased twice 

• 34% of customers have purchased five times

• 27% of customers have purchased ten times 

We offer a specific customer discount code after their 20th purchase, and 168 customers have qualified for that code contributing greatly to our total sales of [REDACTED FOR PUBLICATION].