Understanding Customer Expectations for Shipping

Understanding customer expectations for the shipping process is important to maintaining loyalty, delivering quality products, and protecting your bottom line. In the age of the internet and online shopping, it’s only reasonable that consumers expect that their purchases arrive safely and in proper working order. As the seller and shipper, you need to at least meet those expectations, though exceeding them with impressive packaging can go a long way toward ensuring the customer continues to buy from you time and time again. What Specific Expectations Do Customers Have? In order for you to create or utilize effective packaging, it’s necessary to understand just what exactly your client base is seeking. Ahead of anything else, consumers want their items to reach them undamaged, functioning correctly, and in overall great shape. Their anticipation of all these factors coming true tends to rise when purchasing high-tech or fragile products, as well as with expensive items. Beyond these basic, and frankly very rational, expectations, there are a few other shipping elements to keep in mind to make each customer happy. Though some may be more difficult for a company to achieve than others, none are unreasonable and all can be incredibly effective in maintaining customer loyalty to your brand. Cushioned packaging that will protect the items inside from harsh impacts Products are wrapped to ensure safe transit Use as little packaging as possible to achieve security and use sustainable options when possible All fragile items receive extra cushioning and protection Keep customer shipping costs as low as possible Minimize the need for returns by utilizing adequate packaging to ensure safe arrival How Can You Effectively Meet or Exceed these Expectations? With the monumental popularity of online shopping, good packaging can truly set you apart from the rest of the pack. When consumers know that your products arrive in a timely manner, in correct working condition, and in a visually appealing presentation, they are more likely to buy from you again. This can be accomplished in a few different ways. In the above list of customer hopes for their product arrival, you maybe noticed that the word “cushion” was mentioned twice. Thankfully, cushioning an item during transit is a straightforward feat to achieve. You can place protective void fill, such as kraft paper, bubble wrap, or air pillows, around your goods. Especially fragile items should be individually wrapped in one of these products or another cushioning supply like foam sheets. Something else to watch out for is that you don’t overdo your packaging and void fill. Customers today are very environmentally conscious and will notice right away if you’ve overstuffed your package when it doesn’t need it, especially if you use a non-recyclable option. A good rule of thumb is that you should only use enough to keep your items apart from one another and away from the edges of the box or container throughout transit. Absorbing the Cost of Shipping Let’s face it, customers want to save as much money as possible. Thanks to a few major ecommerce retailers, today’s consumers have become used to paying little to nothing in shipping costs. Unfortunately for small retailers, this expectation extends to virtually every online seller. For this reason, we recommend that you absorb the cost of shipping as much as possible. Whether you raise product costs by small increments or offer free shipping incentives when your customers buy more, anything can help at least a little bit. How Customers React When a consumer has a notable experience with a brand or company, it’s very common for them to share details about their encounter with friends or on the internet. In fact, a 2014 Global Customer Service Barometer report indicated that 93% of customers occasionally discuss their good experiences, while 46% talk about positive experiences frequently. On the other side of the coin, 60% of customers will always tell others about their bad experiences. What does this information mean for you? Simply, it means that customers are paying attention and will provide both positive and negative feedback. Consumers are more likely to share poor experiences, which can hurt your business. This means you need to ensure you always use protective packaging that keeps your goods safe and looking great during transit. Better yet, aesthetically pleasing, sustainable supplies can help you exceed their expectations, resulting in positive reviews and continued purchasing in the future. Great Packaging Lowers Long-Term Costs When you utilize effective packaging that prevents product damage during shipping, you save in the long run. Protective and safe packaging lowers your rate of returns and replacements, maintains customer loyalty, and encourages clients to share their great experience with your business with their friends and family.