Lots has been written about how e-commerce is taking over traditional retail and that all commerce is moving online. But the truth is, as an e-commerce retailer, you’re inherently at a disadvantage against all the stores at your local mall. They have something you’ll never have – a tactile, real-world product experience. Walk into Nordstroms and you can touch, feel, and try on the merchandise. You speak with a friendly sales person. All of this comes together to create a cohesive, high-fidelity shopping experience. You don’t have any of these advantages online.
There are plenty of ways to improve your customer experience as an online retailer, but nothing touches your customer quite as strongly as the experience they have when they first open their shipping box and find the products they ordered inside. Is there a better feeling in the world? You research a purchase, order it online, and wait days (or weeks) for it to arrive. You track the package online. You wait by the door for the UPS guy.
Most online stores neglect the first (and usually only) physical interaction they have with the customer – their shipping and unboxing experience.