eCommerce in 2022: 4 Factors That Create a Better Customer Experience

The rise of eCommerce means that consumers now have thousands of options at their fingertips. Making purchases is easier than ever, requiring only a simple click of a button. And with so many options, companies need to figure out how to stand out from the crowd.  

In competitive marketplaces, products and services alone are often not enough to retain customers. Building a strong customer experience can make a difference and turn one-time customers into lifelong ones. 

Customer experience will differ by industry, but there are four fundamental areas that all businesses can focus on: 

  • Reliability
  • Quality
  • Personalization
  • Creativity 

Here’s how to incorporate each one into your business operations and build a better customer experience. 


Does your business deliver what you say it will? Are you quick and efficient with deliveries? Can customers receive help from you in a timely manner? 

Reliability builds customer trust and will make people want to come back time and time again. Here are a few areas to focus on:

  • Customer support: Build robust systems and channels for support so that customers aren’t frustrated when trying to get answers.
  • Shipping and delivery: Make sure customers receive their products in a timely manner through careful logistics planning. Our warehousing solutions allow you to buy high volumes of essential supplies like poly mailers or shipping boxes. You can then store them with us until you need them, ensuring you have what you need so the customer gets what they need. 
  • Quality products: Be consistent in the quality you deliver—more on that below.


Quality is what sets a great company apart from its competition. Quality products and services, along with customer care and other operational aspects, are obvious to customers from their first interactions with your business. 

Here are some ways quality can elevate the customer experience:

  • Products and services: It goes without saying, but your offerings need to be good. That means high-quality, long-lasting materials and excellent value for money. 
  • Value for money: High-quality doesn’t always equal luxury goods. Budget-friendly options can also be high quality because they offer good value at a specific price point. A great customer experience is one where they’re satisfied with the value they received. And this doesn’t have to be complicated. Great packaging can also increase value for customers.
  • Eco-friendly: More consumers are starting to care about their impact on the environment, particularly as it relates to shopping and consumption. For this reason, part of your quality guarantee may include biodegradable poly mailers or customizing your packaging to minimize waste. 


Personalization maximizes the customer experience by making everyone feel special and cared for. It’s the above-and-beyond to keep customers coming back.

Even if you serve thousands of customers a day, you can incorporate areas of personalization into the overall experience:

  • Create an unboxing experience through customized packaging. By carefully considering the presentation, including a personal thank-you note, and using unique branded materials, an unboxing experience drives excitement and makes the customer feel special.
  • Offer personalized suggestions or discount codes based on previous buying patterns. 
  • Connect on social media with customers by responding to comments or re-posting user-generated content (USG)—what people are organically posting and saying about your company. 


The last thing that really boosts a customer experience and sets you apart from competitors is creativity. When a customer interacts with your business, you want to give them a memorable brand experience. 

Creative, customized packaging is one of the best ways to do this. Instead of seeing your poly mailers or shipping boxes as practical items, it’s an opportunity to extend your brand and express creativity. 

Our custom packaging design options let you customize items like:

  • Poly mailers, clam shell mailer boxes, or shipping boxes.
  • Tape and tissue paper. 

Our team will collaborate with you to make a unique design and develop creative, custom projects specific to your business. If you’re not sure where to start, read our guide on poly mailer design ideas to start the creative juices flowing. Some of our top tips for creative packaging include: 

  • Including social media information on your packaging to encourage people to follow and connect with you.
  • Running promotions and contests via your mailers. It could be something like 10% off your next purchase if you take a photo and post it with a specific hashtag on social media.
  • Using brand colours and fonts for a fun, bold, and creative aesthetic.

An excellent customer experience is in the details. Whether it’s getting your customer inquiry response time down or building a unique unboxing experience with custom packaging, going the extra mile can make all the difference for customer retention. 

If you’d like to learn more about your options for customizing your mailers or boxes, contact us today and let’s start designing.