BACK MARKET
We are successful in France for sure . We are in 16 countries already but there is still a lot to do . We want to be known in the US . We ' ll keep on working and developing to deliver more refurbished devices ,” added Le Brouster .
Building trust by focusing on the customer Consumer experience is key to Back Market . Looking to build trust for the refurbished maker , Le Brouster explains that the company is always looking for ways to improve the quality of its product .
This is where the CTO plays a key role , ensuring the technology is up to scratch and when it isn ’ t , finding solutions to resolve it . When we launched Back Market , 15 % of the
“ Solidarity was really important to us during the pandemic ”
QUENTIN LE BROUSTER CO-FOUNDER AND CTO , BACK MARKET products we shipped were not working . We replaced them as soon as we could and the customer then had a good experience . But still , the defective rate was higher than we would want . We went into a lot of effort to audit the refurbishing process to assess the quality of the product . We audited all the different types of battery-related issues to the different phone models and built our expertise on that .”
“ Thanks to this , we managed to reduce this defective rate from 15 % to 3 %. We drastically improved the quality of the refurbished and that in the end is what will build trust .” With consumer experience at the heart of its operations , Back Market also holds customer feedback in the highest regard : “ We realised , to be successful with customers is to be really passionate about them . We have customer reviews printed on the wall in the offices , with a process called ‘ Everyone Support ’. So every employee of Back Market that joins the company does one day of customer support . They will work as a customer care agent to understand and talk to the customer , understand the pain they could have , understand the complexity of the problems they face .”
“ We have a dedicated team to manage customer care , but we also have a dedicated team to manage the worst experience and bring some answers to that . So , for example , sometimes we ship products that are working at 99 %, but maybe the Bluetooth is not working well . So it ' s enough for us to send them a new product , but many of our customers need their mobile phones for work etc . To ensure they aren ’ t without a device , we send them a temporary phone in the meantime , which they ship back to us when they receive their new one ,” he continues .
304 June 2022