Client
Bond – The Post Purchase Company
Services
Co-Founder, VP of Brand & Design
Year
2020
Introduction
Bond has developed a platform that enables direct-to-consumer brands to deliver their products quickly and accept returns more easily.
The company’s platform helps digital-native brands provide their online customers with an outstanding post-purchase and delivery experience for improved sales, retention, and satisfaction. The company’s solution is based on a tech-driven network of neighborhood-level distribution centers managed by local teams.
On the software side, Bond is an application programming interface that companies can integrate into their own eCommerce apps and websites in order to offer deliveries. Bond is also compatible with popular eCommerce platforms such as Shopify, Shippo, Magento, and WooCommerce.
Case Examples
Onia (onia.com)
Luxury swimwear brand Onia leveraged Bond’s rapid delivery capabilities, crucial for customers requiring last-minute purchases. Bond’s personalized packaging services, like scented packaging and branded notes, elevated the unboxing experience, transforming it into a memorable brand interaction.
Rosebox’s Demand Forecasting roseboxnyc.com
Rosebox, renowned for its luxury flower boxes, initially had the capability to prepare only for preorders, struggling to accommodate the unpredictable nature of on-demand orders. By implementing Bond’s advanced analytics tools, which provided hyper-local analyses of neighborhoods, including buying behaviors and demographics, Rosebox gained invaluable insights into on-demand order patterns specific to each location. Additionally, Bond’s strategy of amalgamating and interpreting data from similar brands, like Milkbar, which sells complementary products like cakes and chocolates, enabled a more accurate projection of demand onto Rosebox. This approach not only empowered Rosebox to efficiently prepare for high-demand days, but also significantly reduced delivery failures or delays, thereby elevating customer satisfaction and fostering greater brand loyalty.
Lumen (lumen.me)
Lumen, a company selling a metabolism analysis device, faced substantial challenges with customer onboarding. Many users found it difficult to understand how to use the product, leading to a high rate of returns and negative reviews. In response, Bond provided an innovative solution by enabling Lumen to offer an in-house unboxing experience guided by an expert. Bond’s delivery team, known as Bondrs, were thoroughly trained on the Lumen device, equipping them with the knowledge to assist users during their initial use.
When a Lumen package was delivered, a Bondr would help the customer unbox and use the device for the first time. This hands-on guidance not only enhanced the customer’s understanding of the product but also transformed the unboxing into a memorable and positive experience. For those customers who consented, this unboxing experience was filmed, providing Lumen with authentic, valuable user-generated content (UGC) for their marketing efforts, especially on social media platforms.
This tailored approach significantly improved customer satisfaction for Lumen, leading to fewer returns and a notable increase in positive reviews. By addressing the critical issue of initial product use, Bond’s solution helped Lumen foster a stronger relationship with its customers, enhancing their brand reputation and trust.
Bond’s Broader Impact
The implications of Bond’s services extend far beyond logistics. By offering real-time tracking and interactive delivery experiences, Bond not only improves operational efficiency for brands but also transforms customers into brand advocates. These “wow moments” in the delivery process have proven to be a powerful tool in enhancing customer loyalty and satisfaction.
Conclusion
Bond’s approach to e-commerce logistics exemplifies how integrating technology, data-driven insights, and customer-focused strategies can overcome traditional industry challenges. In a market where customer experience is paramount, Bond’s services represent a significant step forward, offering a blueprint for success in the rapidly evolving world of e-commerce.
