In these days of fast shipping, customers expect their order to arrive on their front doorstep in a plain brown box with some bubble wrap and a receipt.
But by creating a tremendous unboxing experience for the customer, some ecommerce merchants are creating a “wow” factor with their packaging, which in turn can make their brand an internet sensation and lead to increased customer loyalty.
Pooja Agarwal, director of operations for subscription service Birchbox, spoke with Multichannel Merchant Senior Editor Mike O’Brien about how the company excels at packaging, and why it matters. Birchbox is a finalist for MCM’s 2016 Excellence in Customer Experience awards, sponsored by Innotrac + eBay Enterprise’s SmartHub division. Come see the winners at Operations Summit 2016, April 12-14 at the Duke Energy Center in Cincinnati.