Your e-commerce customer’s perception of your company is influenced by the way you handle order delivery. E-commerce customers have an increasingly high bar when it comes to customer satisfaction, and that includes speed of delivery, product security and branding. Fall short of expectations, and your customers are likely to move on to another company that will meet their requirements. As noted in the acclaimed book, Leading on the Edge of Chaos, by Daryl R. Conner, if you can reduce your customer defection rate by 5%, you can increase your profitability by 25%-125%. Read this blog to learn how to meet your customers’ delivery expectations.
Under-promise, over-deliver. The proliferation of next day, or even same-day delivery has caused customers to expect quick delivery service. The longer a customer waits for purchase delivery, the less pleased he or she becomes. However, not every company is equipped to deliver products as quickly as Amazon. Customers will understand if you communicate, and set appropriate expectations, for when their packages will be delivered. The key is communication customers can rely on. Without transparency, “customers feel betrayed” and lose confidence in the vendor. It becomes a matter of trust, which is hard-won and easily lost. So, to ensure customer satisfaction, make sure your company’s processes support good communication--and ideally fast delivery.
Customers expect their purchases to arrive in good condition. Anything less is unacceptable. To meet this requirement, companies need to use the right shipping materials. The sealing tape used is one frequently overlooked shipping component.
When sealing a carton with regular plastic packing tape, the tape just sits on top of the box. This creates a weak seal that makes the tape easy to remove. One can simply press down on the box and slide a hand in to remove contents from the corrugated carton without any visual damage being done to the carton itself.
Water-activated paper tape is a highly effective alternative to using plastic tape. Water-activated tape requires just one strip to secure a carton. Each strip of tape literally bonds to the carton. If someone tries to tear or open the package, tamper evidence will be easily detected. Companies have true peace of mind when they use water-activated tape on their e-commerce shipping cartons. They know their packages are secure and their customers’ security expectations will be met.
Your company is being judged by your e-commerce customers throughout the supply chain. All elements; your website, customer service interactions, and the carton in which your product is shipped, are open to scrutiny. When your customer receives your carton, you want it to show your brand in the best light. Packing your carton with multiple strips of plastic tape undermines this objective.
In addition to only needing to use one tape strip, you can print your logo or a message on water-activated tape in 4-color or black & white. This makes a strong supporting brand statement and enhances your customers’ experience of opening the carton. If your company is focused on branding, it only makes sense to extend branding to your outer packaging.
Better Packages manufactures a full line of gummed tape dispensers. Our parent company, Intertape Polymer Group (IPG) manufactures Central® brand water activated tape. Both companies Both companies are market leaders, and have been satisfying loyal customers by fulfilling their packaging needs.
For more information, download the free ebook for tape dispensing packaging solutions.