A critical part of the customer experience is the moment your customer receives their purchase.
If this is a physical product shipped from your website, take a moment to think about the situation your customer is in when the package arrives.
What will the customer be doing when it arrives?
Is this purchase a secret?
I recently purchased from lego.com and noticed an interesting message on the plain brown box:
Why are LEGO Shop At Home Boxes so plain?
You might have noticed that our shipping boxes are not quite as colorful and exciting as our toys. There’s a good reason for that — many people order gifts for others from LEGO Shop at Home. By keeping our boxes plain, we help gift givers keep their secrets!
Consider how your package will be received. How can you improve your delivery to both reinforce your brand and delight the customer with your thoughtfulness?
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justin flitter
March 29, 2009
Hi – I like your post. The purchase experience/receipt of goods is a huge element of the customer experience. Whether its retail, in home or online I think theres plenty of room for small businesses to add a competitive advantage here.
Joe Rawlinson
March 30, 2009
Justin,
You’re right, small businesses can have a huge advantage over larger corporations because most if not all of the company is really close to the customer.
LEGO isn’t small but they do have processes and systems in place to help maintain the personal touch.
Chill
October 19, 2009
Nice article, companies can learn from this how to be competitive.