[DA] 6 examples of good customer experiences with e-commerce packaging

Today, every online shop needs to think through its customer experience, from the moment the customer enters the website for the first time to the moment the order is delivered. Customers are increasingly used to a tailored and personalised experience that takes into account their needs and expectations.

Is your online shop working on improving the customer experience? Here you can find inspiration through 6 different examples of online shops that have tailored and optimised their customer experience.

The examples in this blog article are from France, but they can also provide inspiration for Danish webshops.

Le Closet: Unboxing, environmental awareness and the best possible customer experience:

Le Closet rents out clothes and aims to offer women a wardrobe with endless possibilities. They have a subscription scheme where customers receive a box of clothes every month where they can either buy or return the clothes.

Customer experience has always been one of the core values of Le Closet and this is evident at all points of contact between the customer and the webshop.

• The webshop has developed an app with a user-friendly and inspiring design that explains the concept in a simple and easy way to the customers.
• The webshop sends small gifts to their customers on a regular basis, for example, a gift is included in the third package that the customer receives, which contributes to loyalty and at the same time customers receive regular emails with good fashion tips.
• The webshop works actively to ensure good customer relations and has a customer centre that always puts customer satisfaction first.

When it comes to e-commerce packaging, Le Closet is particularly concerned with unboxing, aiming to create a “wow” effect that makes customers want to share the boxes they receive on social media.

Cheerz: personalised packaging for successful deliveries

Cheerz is a tool that makes it very easy to print photos online. At Cheerz, they do everything they can to make their customers smile by giving them an extraordinary customer experience, including through their packaging.

The brand’s philosophy on packaging can be summarised in two keywords: Robustness and customer experience.

As Cheerz began to grow, they decided that all their packaging should fit into standard letterboxes, the idea being to ensure that all orders can be delivered directly, so customers don’t have to leave home to pick up their parcels at a delivery point.

The boxes are also customised in the brand’s own colours with a logo and pleasant messages for customers, as well as tearstrip to simplify the opening of the packages. This makes the Cheerz boxes a good example of how to create a good customer experience through packaging. At the same time, the company is working to optimise the volumetric weight of its packages. Behind this decision is a desire to reduce transport costs, but also to offer the right packaging for the right product to limit the environmental impact of e-commerce packaging.

See RAJA’s selection of postal boxes here.

Bergamot: Online shopping for flowers with a great customer experience

Bergamotte is an online shop that is revolutionising online plant sales by focusing the entire customer experience on modern solutions.

The challenge for Bergamotte is to protect the fragile plants and flowers in the best possible way, while still preserving a great customer experience. To succeed in this, Bergamotte has invested in two things:

• Delivery within an optimal time interval, which requires good logistics – the webshop offers delivery within two hours in Paris.
• Packaging to evoke the same positive feelings that the plants evoke in customers.

The packaging is customised and the company has even applied for protection of the design. All the packaging is made of cardboard or kraft paper with a sober appearance, giving it an elegant look that conveys environmental responsibility and contributes to brand perception. See the full customised solution on our French blog.

Le Petit Ballon: Combining e-commerce boxes with great customer experience

Le Petit Ballon delivers wine in a customised box for bottles. The website itself is a good example of an excellent customer experience: the site guides both wine connoisseurs and beginners in choosing the right wine. Once customers have ordered the wine they want, the customer journey continues through the brand’s packaging. The box developed is robust to avoid transport damage, but is also made in a rather simple way: it is produced in corrugated cardboard with a partition that insulates each bottle and is simultaneously printed with different marketing messages.

To make the unboxing even more exciting, Le Petit Ballon includes a personalised greeting with each order. It can be a small brochure telling about the wine the customer has bought, or a wine magazine relevant to the customer’s order.

See RAJA’s selection of standard wine boxes here.

L’Eclair de Génie: Bringing online shopping, food and customer experience together

L’Eclair de Génie is a webshop started by a well-known pastry chef who has been selling cakes and delicatessen products online for several years now. The shop has chosen to use different packaging depending on the products being sent and who is receiving them:

• For private customers, they use boxes printed on the inside to reflect the baking process and the time of year.
• For business customers, the outside of the packaging varies according to the season and how the goods are produced, to reflect market trends.

The idea behind the company’s logistics is to use sober packaging that provides the best possible protection for the product inside the box.

FAGUO: environmental responsibility in the brand’s DNA

FAGUO is an online fashion store that only carries products (clothes, shoes and accessories) that are produced in an environmentally friendly way. The company measures all its CO2 emissions and works to reduce their emissions as much as possible. One of the measures they take is to plant a tree in France for every order they receive.

It is therefore natural that FAGUO has chosen an environmentally responsible approach for their packaging. This is the right choice based on their values. All the packaging they use must be produced in the most environmentally friendly way and made from recycled materials. Packaging should be recycled as far as possible after use. The company is actively working to reduce the volume weight of its shipments to further reduce CO2 emissions.

What can we learn from these examples?

When choosing or designing your packaging, consider the entire customer journey:

• Choose packaging that contributes to easy and fast delivery. This can include delivery-friendly packaging that fits easily into a regular mailbox, or packaging with handles to facilitate reception.
• Think unboxing your products. The easy-to-open box, with the brand’s own design on the outside or inside, can encourage your customers to share the process on social media. This can give your brand extra visibility.
• Think environmental responsibility! To do this, you can choose boxes in specific sizes to avoid sending air. You should also make sure to choose recycled materials and recyclable packaging products.

Would you like advice on how to choose the right e-commerce packaging for your online store?

See RAJA’s selection of e-commerce packaging here and feel free to contact our specialists on +45 44 58 77 00 or info@rajapack.dk.