“Have you noticed how much happier you feel when you’re wearing comfortable shoes?” said Jake Makin, Bstore ecommerce manager. “This was the thought that inspired Bstore’s founding in 2001.”
Over 20 years later, the idea that footwear can be both stylish and comfortable is still deeply integrated within their culture.
“If it means scouring the world to discover the best brand in each category,” he said. “Then that’s what we’ll do.”
Bstore offers a range of sneakers, flats, sandals, slides, boots, orthotic friendly footwear, and waterproof boots from brands such as Birkenstock, Elska, FitFlop, FRANKiE4, Dr Kong, Revere, Teva, and Arcopedico.
“We currently have seven Bstore locations and one of Australia’s most trusted online shops for comfort shoes,” he said.
We sat down with Jake to discuss how Loop supports Bstore’s scaling Shopify brand.
The following is a transcript of an interview by Kristi Meyer, Loop’s customer marketing manager, and JP Arnaud-Marquez, Loop’s principal content marketing manager. Some of the questions have been edited for brevity and clarity.
Tell us a bit about Bstore. What’s your mission and where do you see yourselves in the future?
We offer stylish and comfortable shoes for our customers. Our strict sourcing criteria has helped us fill a big gap in the market, and today we’re the largest Birkenstock retailer in Australia.
We’re very selective with our brands because we care about our customers, and consider several factors like trends, comfort, and durability when sourcing. In-store, we like providing a tailored experience for our customers; we ask them about their work, hobbies, and general needs for their footwear, and make recommendations based on their answers.
That philosophy carries over to our Shopify store – just because it’s digital doesn’t mean we shouldn’t focus on a great customer experience; quite the opposite, actually, it’s even more important since there isn’t a human touch point.
We plan to continue expanding across Australia, and hope to expand internationally soon. But, we’re taking our time; it’s more important to us to scale intentionally, making sure we keep our top-notch footwear quality and customer service across the board.
How did you find Loop? And why did you decide to work with us?
Loop was recommended to us, and we also saw a few ads on social media. Initially, I thought this looked too good to be true, so after I booked a demo, I was seriously impressed by your platform.
Before Loop, we were processing returns manually which was both difficult and costly. There was no way for us to incentivize exchanges, let alone gather return data to showcase why returns took place; we were missing out on many opportunities to make our customers happier.
Today, we have automated, self-service returns which delight our customers. But, don’t just take my word for it – we recently sent a NPS survey to around 6,000 customers who’d processed a return and the feedback we got was amazing: we received a 95 rating.
Customers thought the returns process was easy and seamless, which confirmed how much Loop supports our business and our customers.
In addition, between saving time processing returns and the newfound access to returns data, we’ve been able to expand into new markets. As we continue to scale, we’re confident in Loop’s ability to support our needs, and we can’t wait to see what the future holds.
Want to learn more about how Loop can help your brand? Contact us for a demo.