[PL] How do you build relationships with your customers?

Building relationships with (positive) customers is a fundamental element in sales. It is a long-term process that aims to achieve mutual trust (between the consumer and the e-commerce company). This cannot be taught in a single business meeting. Neither can training in sales techniques or manipulation teach you this. What should you do to attract and keep a customer with you?

How do you build relationships with customers? First point: be the expert

Customers today do not expect a salesperson or sales representative who is only concerned with making an offer. What counts today is knowledge, competence. An e-commerce company (whether a stationary or online shop) has to give the impression – and be – built on passion and qualifications. Do you want to be credible? You need to be an expert.

The extensive knowledge of the employees of an online shop will positively influence the building of customer relationships. A good employer must therefore ensure that employees are educated – they must not provide false information. Various means of communication encourage purchases.

How do you build relationships with customers? Second point, professional customer service

Customer service is a factor that plays a huge role in sales activities. A pleasant, personal approach to the buyer is the first step to success – the consumer becomes intrigued by the e-commerce company’s offer. Even if he or she doesn’t buy anything, he or she can tell his or her friends (potential customers) about the brand – the circle of interested people is widened.

In the case of online shops, direct contact, face to face, cannot be expected. This is not a tragedy! A visually coherent website, an intuitive interface and a contact to a consultant who can give advice, tips – these are elements that influence the customer’s interest. It is worth betting on several types of communication, viz:

• email,
• telephone,
• instant messaging.

Loyalty programmes – another way to build customer relationships

Customers love promotions – this is a well-known fact. Running an online shop offers many opportunities – it is worth introducing loyalty programmes to encourage customers to make a purchase or visit the website again. The most popular loyalty programmes are freebies, discounts (e.g. on subsequent purchases), club memberships.

Good business idea. Act ethically

Nowadays, more and more importance is being placed on ethical actions that aim to improve the world (at least minimally). One example is ecology. Many customers pay attention to whether an online shop operates with care for the environment – this applies not only to the products offered, but also to the materials used for shipping, such as packaging. This is a thought that is dear to RAJA.

How do you build customer relations in the e-commerce industry?

All the arguments mentioned revolve around the – as yet unarticulated – question of how to personalise orders in delivery. Positive customer relations in the e-commerce (and also packaging) industry are influenced not only by the appearance of the shipment, but also by the high quality of the products offered, i.e. packaging, parcel fillers, various films. The final protection of the parcels being sent also counts. Correct packaging of the parcel and the choice of high-quality packaging, extras – this is something that should not be underestimated. Remember that the customer only has tangible, real contact with the online shop when receiving the package from the courier. If they receive a shabby, improperly protected package with damaged contents – they will expect compensation and will most likely never use the services of a given online shop again.

How to pack a parcel? The way to build customer relations

When packing the parcel, pay – above all – attention to the size of the cardboard box. The packaging should not only be durable and sturdy, but also well-fitted to the contents. For smaller items, use bubble envelopes or foil packs. Send letters and documents in business envelopes.

Avery important item that should be included in every larger parcel is parcel filler, e.g. flopak, skropak, SizzlePak, eco-friendly airbags, wrapping paper. However, undeniably the most popular product for filling empty spaces in a parcel is bubble wrap. It has excellent cushioning properties. It protects against moisture and mechanical damage. It is particularly recommended for protecting fragile and delicate items.

Each carton must be properly, tightly sealed with adhesive tape (e.g. packing tape). Take care of all gaps, tape the sides and corners. If the item you are sending may be damaged if it comes into contact with moisture (this cannot be ruled out, courier transport takes place in various conditions), it is better to wrap the carton in so-called stretch film (black, coloured, transparent). In order to inform the courier of the fragile content of the parcel, it is sufficient to stick a warning label on the cardboard packaging, e.g. “Caution, glass!”, “Top/bottom”, “Fragile”. These stickers send out a clear message that all those who handle the parcel should handle it with care.

Personalised packaging – delight the customer, win their approval

A great way to build a lasting and positive relationship with your customers is to use personalised cartons, packaging tape. A nicely packaged and properly protected parcel, topped with the shop’s logo, is sure to be memorable for the buyer.

Want to find out more? Learn about the principles of personalisation in e-commerce that delight customers.

Personalising company packaging – let the world know about your company

Many brands choose to leave their mark on their parcels – they have their company logo, a distinctive symbol or inscription printed, etc. Find out why you should invest in parcels with your company logo?

Personalised packaging is not just about cardboard boxes of different sizes, types and shapes. A beautifully engraved company logo can appear on plastic bags and pouches, plastic pouches, mailing envelopes, business envelopes, self-adhesive pockets. Interestingly, even essential packaging accessories(dispenser, adhesive tape) can be decorated with a logo or other information associated unanimously with the brand.

Personalisation of orders – time for gifts

E-commerce order personalisation also includes the possibility of purchasing decorative Christmas gift bags, elegant decorative gift boxes or decorative paper (glossy or metallized).

The RAJA shop is the ideal place to discover original decorative gift packaging. When it comes to decorative paper, the most popular varieties are: the Carmelia and Stella versions, stripes and dots. When it comes to metallised foil, you have a choice of 3 colour options – transparent, glossy, multicoloured. As far as gift boxes are concerned, the most popular varieties are the magnetic closure or folded packaging with satin ribbon. Gift bags can be fitted with a decorative string, bow.

And don’t forget subtle additions to decorate your gift, e.g. bows, ribbons, natural raffia, ribbons.