Experience is Everything
Isn’t it all about the experience? When it comes to improving package delivery service, we have learned that many e-commerce merchants simply don’t know where to start. We’ll highlight three ways any merchant can begin the process of delivering a seamless experience, which in turn improves a buyer’s package delivery experience.
Major e-commerce giants make mistakes all the time. In fact, they seem to make their worst mistakes at the worst possible times, so merchants of all sizes should be proactive when managing communications in general. As merchants develop a better package delivery experience, brand image strengthens to grow the business.
Empowering customers with different ways to receive packages
The struggle is real when e-commerce merchants try to find solutions to the problem of last-mile delivery. Getting pilfered by a porch pirate is the least concern. A smart business understands the benefit of giving customers a number of package delivery options from which to choose.
Major shipping brands offer their customers as many as eight delivery options, based on how timely customers want their deliveries. We’ve seen small, growing merchants have much success with in-store pickup service alongside a range of delivery options. A smart merchant understands which products need shipping at all and which products require a more thorough experience for the customer.
Sending frequent delivery notifications
In any context, businesses that send their customers a variety of frequent communications have an edge over their rivals. Email, text messaging and a customer order-tracking page are three easy wins; however, social media has finally turned the worm for everyone, especially for merchants.
Social media puts customers in near-constant contact with brands as users share, rate and review content. It’s all about visibility to the customer, which is why successful brands take the time to address any negative publicity online.
Emailing delivery status updates has become par for the course, so if merchants don’t want to shank a drive and double bogey, they must develop constant communications with customers.
Offering branded and eco-friendly packaging
It’s a common mistake for merchants to focus on branding before operations, but once business starts flowing, the need for better branding becomes apparent. The good news is, offering green, eco-friendly packaging kills two birds with one stone.
To qualify as eco-friendly packaging, also known as sustainable packaging, packaging material must be: reusable, recycled or biodegradable. Paper, cardboard and biodegradable plastics are three basic types of eco-friendly packaging that are both safe for the environment and recyclable.
Eco-friendly packaging demonstrates that a merchant has the customer’s lifestyle in mind. Our recommendation is to make sure your packages are as eye-catching as possible. Customers come to associate with and, best of all, promote a brand that solves a common problem after delivering a package.
After all, it’s all about the experience. Improving a customer’s package delivery experience doesn’t happen overnight. Our advice is to start with these three basic tactics before thinking about a more comprehensive package delivery strategy.
At Package Concierge, we show the benefit of combining traditional package delivery services with innovative electronic package management solutions.