Episode #186: DEMONSTRATING CUSTOMER-CENTRICITY WITH SHIPMENT PACKAGING

Want better customer experiences? If so, then how about we start by examining the very packaging we use to get our products into the marketplace. How do our parcels really look when they hit front porches or receiving docks? It may seem trite on the surface, but we do send our customers perception-building messages, each time we ship a product. Stop and ask yourself one question. How many times have you received a delivery that was poorly prepared for the long, and sometimes rugged haul by carriers? My guess is that around 50% of those improperly packed deliveries contained damaged, or slightly impaired product. We encourage you to spend the next five minutes with us as we wrap a familiar topic with some fresh thinking. Sometimes, the answers are as simple as making sure the bananas are not at the bottom of the grocery bag! Healthy customer experiences start with the perception we wrap around our products. Enjoy!

Transcript

Speaker 1: 0:05

All right, Mr. Simple Biz Guide to show.

Speaker 2: 0:09

Hello everybody. Jeff Mason, your host of this Simple Biz 360 podcast. We are so excited you're here today. And, uh, we are gonna have a fun and fast show, but we're on I G T V Gab tv, YouTube. We are on 28 listening platforms. And the easiest way to find this really is to go to our website, simple Biz three sixty.com. Go to the podcast tab. We've got all season 1, 2, 3, 4 in the YouTube experience. You can even get the links to the Rock and Roll Tunes. We put out the end of every show, they're right there, and you can watch the videos of those. And then we have the audio links as, uh, uh, on there as well. So you can get any one of the 28 audio platforms, but very cool. We get our book there too. We're on Audible, Kindle and paperback. Simple Biz 360 Timeless Business Tools. You can get it, uh, on Amazon. And so today we're gonna be talking about showcasing customer centricity with packaging. Now, let's park on something a lot of the gals like to do is to go to these Instagram reveal parties. Have you ever been one guys out there? Have you ever heard of one? It's where you really watch somebody open up a package and you look at the color combinations and the way it's been finesse together and the diligence in it, and it, and you, what you're doing is you're engaging this in this experience and they open the box up, and now the components of the box come out and it's folded great and there's little cool things in there, messages, thank you cards or whatever. It's just this experience that everyone is soaking up. Well, we have the same, um, opportunity in business. It's just that we're not gonna get that, you know, ig you know that, that Instagram version of it. But people get these boxes and they go, oh, look at this. The tape's dried up. It's not even holding anymore. The components are coming out. They're all bent and frayed and, and, or, you know, one, one piece is broken. Now I gotta go through a claim process, right? Hey, man, the insides of this box, um, you know, are so heavy that it's just exploding the box out, man, this box needed reinforced corners. Hey, this box is like too big for the contents. There's stuff just swimming around in there. I wonder if my, I wonder if my item, my purchase is even okay in there, but, you know, we've got all these different things that are going on when we're looking at this damage box or this box just coming apart at the seams, you know, and obviously you go, wow, that company really, you know, CHED on the package and they used a thinner box and they should have, I mean, this, this, this thing weighs 27 pounds and look, it's just falling apart, right? So it's these types of things that are, the customer centricity factor is a, I just want you to think about it. Are you sending the right message? Are you saying, Hey, I respect the money you've paid my company to ship you this product because a, you know, box falling apart, all different which ways, and, you know, content's getting frayed and fractured and, and ruined. I mean, I don't know if that's really sending the message you want. So just kind of look at it, look at these things critically. Have it sent to your home. Have it sent to a friend's house. Go over there, really pick apart the packages that you are sending to customers yourself so you know what they look and feel like. Spend some time on this. And then inside information, take the opportunity on the inside of that box to say thank you. If they ordered from you, give'em a little postcard and you can go make it at Vistaprint for, you know, pennies on the dollar. And just make a postcard. Put it in there. You can, uh, even if it's a warranty issue, you've repaired it, you're sending a replacement back. Send an apology card in there, send a little warranty notification in there and let the person know that you are appreciative they took the ride with you and purchased from your company. So we're gonna leave you with a cool song today, Tampa Florida Band, uh, blues image. And they did a tune called Ride Captain Ride 1970. Enjoy it. We will see you in 168 hours.