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~ Boxberry International ~

try to avoid promising something that is way too optimistic. 6. Enjoy being a part of something big – like a
For instance, when talking about time terms, allow some time community
for possible delays. Creating a customer community is an effective way to endorse
loyalty and build a trustworthy image.
Make sure to provide as much information about the goods as
possible – failing expectations will not only lead to negativity Post reviews about your goods, show your values, involve your
but turn customers away from you. customers in discussions. A community makes people feel
special and gives them a sense of being a part of something
5. Love humane customer service and an individual big, reinforcing their loyalty to the brand.
approach
Polite and friendly customer service, especially in the Make sure that you choose the correct platform to build the
local language, is highly valued by Russian customers. An community on, for example, Facebook is not as popular as the
individual approach to customers’ inquiries might become local equivalent, Vkontakte.
your best competitive advantage.
7. Are family people
Even if you’ve failed customer’s expectations in some way, More than 50% of Russian consumers shop not just for
loyalty could still be achieved through apology gifts, coupons themselves, but for the whole family. This is 8% more than
or promo codes – Russian customers usually expect such the global average. One-third shop for themselves regularly
bonuses as compensation. (Nielsen).

An important note: check if your customers have been Family-oriented marketing activities may be your competitive
notified by your logistics partner in case something is wrong advantage in the Russian market. ••
with the parcel at customs – for example, if personal data
is required or tax needs to be paid. In this case, Boxberry ALEX KRASNOV, BOXBERRY INTERNATIONAL CCO:
International sends emails, text messages, and makes phone RUSSIAN CUSTOMERS MAY SEEM CONTRADICTORY AND HARD TO APPROACH. HOWEVER,
calls to ensure that the customer is aware of what is needed IF YOU WIN THEIR TRUST, THEY CAN SIGNIFICANTLY GROW YOUR AUDIENCE. BOXBERRY
from their side to proceed with customs clearance. INTERNATIONAL HAS EXTENSIVE EXPERIENCE IN THE RUSSIAN ECOMMERCE MARKET AND
WILL GLADLY BE YOUR GUIDE. A RECOGNIZABLE AND RELIABLE LOGISTICS BRAND, BOXBERRY
INTERNATIONAL, WILL MAKE YOUR RUSSIAN CUSTOMERS FEEL SAFE AND COMFORTABLE.

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