1. Ensure accurate orders by adding multiple checkpoints to your pick and pack process
Customers can turn on you for even small faults, but sending them the wrong merchandise is almost guaranteed to make them order elsewhere next time. Not only that, but you have the added expense of replacing or refunding the order. This is best insured as part of the pick and pack process.
Remember that 100% accuracy 100% of the time is the expectation. Check orders after they are picked, before the package is sealed, and check that the picking order matches the customer’s original order before sending the package out.
2. Pick and pack is more than picking. Make sure your packing materials reflect your brand
You’ve worked so hard to convey the right impression with your website, your customer service and your promotional materials. But have you thought about what the customer will think just before they open your package?
You needn’t necessarily go so far as to use branded cartons, but a high quality box with a good solid feel and an attractive shipping label aren’t actually that expensive, and they can improve the odds of repeat business substantially.
3. Have your pick and pack team add special offers based on the customer’s buying history
Everybody likes a coupon, as I’ve said before. But the one who ordered the high end synthetic 10W-40 isn’t as likely to use the ‘30% off Disney-themed steering wheel covers’ offer as the one who ordered the Hello Kitty bumper sticker is.
Use analytical software to make solid predictions about which customers will use which offers rather than leaving it to your pick and pack team. Send only the best matches, or none at all. You’ll move more sale merchandise, and run a lower risk of offending existing customers.