Streamlining and Marketing a Retail Trade-in Program

Situation

A specialty retailer enables customers to trade in older products for credits towards new ones. The company wanted to understand how to make the trade-in process as efficient as possible and how to best attract new customers.

Engagement

We began by hosting web-based, one-on-one conversations with users and potential users of the trade-in program. (As the retailer’s business is international, these conversations were conducted in four different countries via our research partners around the globe.) We then developed a survey to understand which changes to the process and marketing efforts would be most beneficial.

Results

The results of our work allowed this client to develop more efficient processes and more effective marketing strategies to attract new and repeat customers.