Lucy - BQ Magazine EditorWhile in-person shopping is popular for many people, most people will still order online for some of what they buy. If you want to cater to people who prefer convenience or who live too far away to come to your store in person, you will need an e-commerce site. You will also need a way to send your product to your customers.
Many people consider packaging and delivery part of the service. Until the customer receives their product, it’s up to you to make sure it gets there. Here are a few things to think about when you send products to customers.
1. Appropriate Packaging
One of the first things you’ll need to do is package your product. There are three main things to think about.
First, you will need to make sure the product is packaged safely and securely. Different products might be more fragile than others, which should be reflected in the packaging. Mark the packaging with fragile when appropriate and make sure you include a lot of packing paper or other materials like polystyrene packaging to keep the product safe in transit.
You also need to think about how you can use your packaging to further market your business. Attractive packaging is part of the product experience. A plain cardboard box might get the job done, but it doesn’t feel special. Also, it does nothing to advertise your product to others. Attractive, branded packaging continues to work for you.
Finally, the packaging should be as eco-friendly as possible. This can also be part of your marketing strategy, as an environmentally conscious brand would benefit from using biodegradable and recyclable packaging. Paper and plant-based packaging works very well for this. However, you have to balance price and effectiveness with this. Some products will need the extra protection from moisture that less eco-friendly materials provide.
2. A Trusted Delivery Company
Even if you pack a product with all the care in the world, it doesn’t matter if it never makes it to your customer. Most companies use courier services to deliver their products, and the courier you use can have a huge impact.
Use a courier service designed for businesses. Think about how international you want your business to be, because different services might cover different areas. While cost is important, the cheapest courier company might not be the best for your needs.
The most important thing is a good reputation for reliability. This is even more important than speed, although the sooner the product is delivered, the better.
Until the product is in your customer’s hands, the sale isn’t complete. If it doesn’t get delivered or is damaged, you will be on the hook for a replacement or a refund.
3. Charging for Delivery
Different companies have different policies when charging for delivery. The simplest option is to transfer the delivery costs to the customer.
Another option is to subsidise the delivery costs to some degree or even offer free delivery for some products. If you want to make more sales, this is a great way to create a milestone for people to reach. Once they buy a certain amount of products adding up to a cost you set, they can get free delivery.
If the customer pays for delivery, think about international shipping. If you want to focus on local markets, you can still sell abroad but make sure the customer understands how much the shipping will be. This way, you don’t have to pay as much to send it to another country.
4. Reviews and Recommendations
One of the keys to online shopping is to get as many reviews and testimonials as possible. People trust other people, especially other customers. They might not believe you if you say that your product is great, but other customers are far more trustworthy.
Some people might not even consider a product with no reviews or just a few. Ideally, you want multiple positive reviews about your product, and the more detailed the better. But even just a simple rating can be helpful.
Unfortunately, not everyone is prone to leaving reviews. You can incentivise people to leave reviews by offering a discount on future purchases. This has the added benefit of encouraging people to shop for more products so they can take advantage of the discount.
Some companies include a voucher in the packaging or another way to encourage people to leave a review. This way, it’s fresh on their minds as soon as they get the product.
From Click to Doorstep
In the world of e-commerce, the journey from click to doorstep is pivotal in shaping customer satisfaction and fostering loyalty. A seamless online shopping experience hinges on thoughtful packaging that delights and protects, coupled with a reliable delivery service that ensures timeliness and care.
As customers increasingly rely on reviews to guide their choices, encouraging positive feedback becomes essential in building trust and credibility. By prioritising these elements, you not only meet customer expectations but also inspire confidence and repeat business, setting the stage for enduring success in the digital marketplace.