The M Jewelers Strengthens Brand Affinity With Route


Hyper growth requires scalable solutions to build a brand

In the early stages of being a young, hypergrowth company, The M Jewelers team juggled it all: product, tech, packaging and processing, customer experience, marketing, etc. As sales grew, so did the need for supportive, sustainable solutions. “We began dealing with a huge increase of customer ‘where is my order’ inquiries and lost, stolen, and damaged packages,” recalls Justin Stallard, VP of Customer Experience at The M Jewelers. “Which all resulted in high costs of replacements or refunds, and excessive time spent on carrier and customer back-and-forth on.”

Keeping up with post-purchase pains, while also keeping up the momentum brand’s growing attention, was beginning to consume too much time.

“Our bandwidth was spreading thin, especially in light of building a large, loyal customer base.” notes Justin. “I knew there had to be something out there to help support us.”

The M Jewelers needed a way to keep their growing customer base happy 

This originally appeared on Route and is made available here to cast a wider net of discovery.
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Steve has entrepreneurship in his DNA. Starting in the early 2000s, Steve achieved eBay Power Seller status which propelled him to become a founding partner of, a contact lens and eyewear retailer. Four years later through a successful exit from that startup, he embarked on his next journey into digital strategy for direct-to-consumer brands.

Currently, Steve is a Senior Merchant Success Manager at Shopify, where he helps brands to identify, navigate and accelerate growth online and in-store.

To maintain his competitive edge, Steve also hosts the top-rated twice-weekly podcast eCommerce Fastlane. He interviews Shopify Partners and subject matter experts who share the latest marketing strategy, tactics, platforms, and must-have apps, that assist Shopify-powered brands to improve efficiencies, profitably grow revenue and to build lifetime customer loyalty.

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