Customer Experience Part 2: The Package is Important

Posted on Jul 11, 2017 By kbormann Share:

First impressions are important to e-retailers and customers alike.

You’ve been waiting a week for your package to get here and today it sits on your front porch waiting to be opened. Which is better—a package that’s large, bulky and plain-Jane, or a package that perfectly hugs your item with bright colorful packaging that tells you exactly where it’s coming from. I’m guessing you chose the latter.

See? Packaging is an important component of the customer experience, yet many retailers discount this final supply chain step.

Customers desire right-sized packages. A quick browse through social media channels shows customers opening oversized packages with loads of air bags, bubble wrap and paper. In fact, 40% of online shoppers receive deliveries in oversized packages. 73% of these customers stated that they are “somewhat unlikely” or “extremely unlikely” to purchase from the retailer again. With 4 billion pounds of waste generated each year from the use of oversized packaging, tougher regulations on packaging are being encouraged.

Fit-to-size packaging is advantageous for retailers who ship with major carriers. Carriers use the dimensional (DIM) weight of parcels instead of the actual weight when the DIM weight total is higher. DIM weight is calculated with two measurements:

1) The length, width and height of the parcel
2) The DIM divisor associated with the carrier

This means that large, but fairly light-weight objects can have higher shipping costs than if they were shipped in the appropriate sized parcel. Retailers should pack orders into the smallest parcel needed for the lowest DIM weight and the corresponding lowest shipping cost. [DIM Weight Quiz]

Unboxing Your Brand Value

Be Environmentally FriendlyCustomer Experience and Packaging
Retailers using less corrugated materials and void fill are viewed as eco-friendly, appealing to customers who prefer brands that are "green" and socially responsible. Using a fit-to-size packaging strategy enables retailers to stand apart as a sustainable company, while saving costs and enhancing the customer experience.

Brand the Packaging
First impressions are important to e-retailers and customers alike. Just as brick-and-mortar stores focus on cleanliness and organization, e-retailers want to impress customers with sturdy and appealing brand packaging. "Unboxing" is part of the customer experience and is even becoming part of our social media world with thousands of unboxing videos shared on YouTube alone. As a result, many retailers are turning to automated packing systems for every order to enhance the "unboxing" experience with high-quality, fit-to-size parcels to strengthen their brand recognition.

Automated Fit-to-Size Packing Systems are Efficient and Sustainable
Efficient automated packing systems can create a corrugated parcel in just seconds by building, folding, filling and labeling single- or multi-item orders—even with variable dimensions in a single step. Some automated packing solutions place an invoice, packing slip or return label into each parcel for seamless flow.

Using an automated packing solution ensures every order is packed in the smallest parcel needed for the lowest DIM weight. This also provides an eco-friendly impression, a branded experience, the lowest possible shipping cost AND you’ll be sure to see a variety of unboxing videos from happy customers showing off how awesome you are.

Learn more about the customer experience by downloading you copy:
Optimizing the Customer Experience 2017

Download White Paper: Optimizing the Customer Experience 2017[Customer Experience Part 1: Meeting Shipping Demands]

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