How Trade-In Experiences Can Boost Satisfaction Scores

Posted by Scott Bruce on May 22, 2019 9:03:02 AM
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Trade-In Experiences Boost Satisfaction ScoresCarriers and mobile device retailers aren’t immune to general trends in consumer behavior and customer experience. Like in any other industry, the mobile device industry has to embrace an increasingly digital buyer’s journey. What used to be exclusively a brick-and-mortar process has evolved into an omnichannel experience that spans desktop websites, apps, mobile sites, and more.

But no matter how many new channels emerge or how pervasive digital aspects of the customer journey become, in-store experiences will remain a critical aspect of your business. If your in-store experiences leave too much to be desired, you risk seeing low satisfaction that can harm your business in the long run.

When run effectively, trade-in programs can add value to in-store experiences and ultimately improve your satisfaction scores.

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Growing Expectations for In-Store Experiences

Despite the widespread shift toward eCommerce, 62% of consumers will still choose in-store shopping for an opportunity to see, touch, feel, and try out certain products. This is especially true when it comes to high-ticket items. When consumers are shopping for a new mobile device that could cost upwards of $1,000, there’s value in having the chance to go through the process in person.

However, consumers are expecting more than ever from in-store experiences. Because they can find anything and everything online, you need to do more than just have shelves stocked with the latest mobile device models and accessories.

One study found that 79% of consumers see personalized service as a critical factor in deciding which store to shop at. This is a trend that mobile device carriers and retailers can’t afford to ignore. It’s easier than ever for consumers to switch service providers and mobile devices are almost universally available. As a result, you need to take every opportunity to differentiate your in-store experience and keep consumers satisfied.

That’s where so many carriers and retailers hit a roadblock, though. Personalized service takes time. The more time you spend with a customer, the longer the queue gets. And long wait times are often the biggest cause of low customer satisfaction.

Maximizing satisfaction scores doesn’t just mean minimizing wait times—it means finding creative ways to engage your customers even when there’s a long queue.

Trade-In Programs Bring Value to Wait Times

Speeding up in-store queues is a primary focus for any carrier or retailer looking to improve customer experience. The faster you take care of trade-ins and new device purchases, the happier customers will be.

However, the buying process for new mobile plans and devices has grown more complicated. The rise of innovative services and mobile plan add-ons can significantly delay queue times, leaving customers waiting to be taken care of—even if you’ve taken steps to increase the efficiency of your in-store experience.

Wait times are just a fact of life for most carrier and retailer in-store experiences. Having in-demand products on display will get customers to browse your store on their own while they wait. But that’s not enough to maximize satisfaction scores.

This is where a trade-in program can add value. With the help of on-device trade-in and diagnostics app, you can add a layer of personalized service to customer experiences before sales reps can get involved.

Giving customers access to an on-device assessment app lets them discover the trade-in value of their old mobile devices while they wait in your queue. Rather than aimlessly browsing your store, customers with an idea of how much money they’ll receive at trade-in can make more educated decisions about how they might spend credits. Whether it’s a new case for the phone they plan to upgrade to or a high-ticket Bluetooth speaker that happens to be on sale, you can give customers guidance while allowing them to shop freely as they wait.

The on-device trade-in and diagnostics app is key to adding value to customer wait times. It’s the fastest, most convenient way for customers to learn about the trade-in value of their devices without speaking to one of your sales reps. And when customers are further along with purchase decisions when they speak to a sales rep, you’ll quickly start to see shorter wait times in your stores. It’s a win-win situation.

If you want to learn more about how you can improve trade-in experiences increase satisfaction scores, contact us today and find out how you can benefit from our on-device trade-in and diagnostics app.

Mobile Trade-In Industry Trends - Q1 2019

Topics: Analytics, Device Trade-in Solutions

About This Blog

The HYLA Mobile blog is a place for thoughtful dialogue that will ultimately change the perception of “used” phones around the world. Visit the HYLA website to learn more.

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