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RLA Wireless Committee Project Report:

RLA Wireless Committee Project Report:. Reverse Logistics Preventing Handset Remorse Returns Bill Kenney, Bob Sullivan, & Art Teshima. January 2011. Industry Challenges  Preventing Remorse Returns. Customer Experience, Product Installation, Upgrade and Utilization Remorse returns

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RLA Wireless Committee Project Report:

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  1. RLAWireless CommitteeProject Report: Reverse Logistics Preventing Handset Remorse Returns Bill Kenney, Bob Sullivan, & Art Teshima January 2011

  2. Industry Challenges Preventing Remorse Returns • Customer Experience, Product Installation, Upgrade and Utilization • Remorse returns • Customer lack of education of how to install, activate, utilize and upgrade product • Speed of installation or upgrade within required time frame • Average Revenue per User • Increase calls to Customer Care / Tech Support RLAWireless Committee /

  3. Reducing Handset Returns Preventing Remorse Returns • Retail Associates need greater training to “properly fit” customers to the appropriate new phones • Commission programs typically incent retail associates to oversell features and functions beyond customer needs • Consumers are not provided adequate training on their new devices • Consumers get frustrated and return devices that are too complex or too difficult to operate. • Carriers may experience churn when customers are not satisfied with their handset or handset buying experience. RLAWireless Committee /

  4. Industry Findings Preventing Remorse Returns • Proactively contact the customer the day after purchase. • By demonstrating interest in the customer’s success, retailers [or carriers] not only head off potential usage and implementation problems, but also strengthen their brands in the minds of customers… • Proactively contact the customer the day after purchase. Source: Accenture, “Big Trouble with No Trouble Found Returns”, Terry Steger, Brian Sprague, David Douthit, 2008 RLAWireless Committee /

  5. Client Goals and Objectives Preventing Remorse Returns • Maintain increased Average Revenue Per User by • Reducing remorse returns • Improving utilization of features and functionality • Cost avoidance by reduced equipment returns • Provide reports and insights that drive action • A timely start-up implementation that achieve • Early visibility into the customer experience • Lift on customer loyalty / recommender scores • Positive impact on customer experience RLAWireless Committee /

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