How Smart Packaging Can Influence Customer Experiences

Summer shopping season, including back-to-school, is underway, bringing opportunities for retailers to drive sales and enhance customer loyalty. The key lies in delivering exceptional customer experiences that can help retailers stand out. In fact, approximately 45 percent of companies worldwide perceive customer experience as a top competitive differentiator.

While the overall shopping experience relies on a number of factors such as customer service, product quality, operational efficiency, and pricing, packaging can often act as a key differentiator. Smart packaging solutions not only help attract customers at first glance but also enable brands to optimize operational efficiency, reduce environmental impact, and enhance their reputation.

The Power of Sustainable Packaging 

Sustainability has become a crucial concern for today's consumers. According to a recent Statista survey, around 70 percent of U.S. shoppers consider sustainable packaging an important factor when shopping online. Similarly, over 80 percent of UK consumers prefer sustainable packaging options.

In today’s competitive retail environment, meeting customer needs and preferences is a key element of improving their shopping experiences. Retailers can significantly improve customer satisfaction by using sustainable packaging solutions. Customers can feel more positive about the impact of their purchases on the environment, likely resulting in repeat purchases and increased loyalty.

Enhancing Customer Service With Smart Packaging Solutions

Beyond sustainability, smart packaging technologies can also streamline customer service during peak shopping periods. Packaging equipped with innovative technologies such as RFID and QR codes enable staff to quickly locate items, provide customers with detailed product information, and seamlessly complete checkout transactions — all of which contribute to a smoother, more enjoyable customer experience.

This allows retailers to manage increased customer footfall during the summer shopping peak seamlessly, significantly improving the customer experience. Retailers can also use data collected from smart packaging solutions to analyze customers’ shopping habits. As a result, retailers can better understand their customers' needs and personalize discounts and promotions more effectively.

Smart packaging can also give customers greater visibility into product availability, both online and in-store. By allowing customers to track the status of the items they're interested in, retailers can minimize frustration caused by out-of-stock products and enable more efficient shopping trips. Meanwhile, real-time data facilitated by smart packaging solutions can help retailers quickly replenish fast-selling and popular seasonal items to avoid missing sales opportunities during busy periods such as back-to-school and the Q4 holidays.

Preparing for Long-Term Success

Retailers that invest in smart packaging solutions now can establish a strong foundation for the critical end-of-year holiday season. By consistently delivering exceptional customer experiences, retailers can cultivate lasting brand loyalty and gain a significant competitive edge.

As per a Statista survey, 94 percent of consumers worldwide stated that a positive customer service experience made them more likely to purchase again. Retailers that nail the customer experience in the waning days of summer will be well-positioned to capitalize on the holiday shopping rush and drive profitability in the long run.

Danny Smith is global product and technology director at SML Group, a global business, RFID and branding solutions provider for brand owners and retailers.