June 8, 2020
Member Spotlight: Meet Batteries + Bulbs’ Danyelle Kukuk .
From wireless towers all the way to the mobile devices they connect, the wireless industry works hard to ensure quality and consistency in our products. We interviewed Danyelle Kukuk, VP of Product Management at Batteries + Bulbs, to discuss her company’s role in providing quality services for businesses and consumers.
What does Batteries + Bulbs do within the wireless industry?
Danyelle Kukuk: At Batteries + Bulbs, we work in reverse logistics, but from every perspective—repair of the device, technician skills, parts quality, repair depositions, retail outlets and more. However, on the corporate side, we also focus on enhancing the customer experience and technician training. I think it is important that we make sure the technicians are all trained to the same standard because that ensures that when customers walk into a Batteries + Bulbs, they’re going to be getting the same level of repair or the same quality of repair as they would anywhere else. We are driven by customer satisfaction, and we believe the standardization of training is key to maintaining our brand of service.
What are some steps Batteries + Bulbs has taken to improve the customer experience?
Danyelle Kukuk: Batteries + Bulbs has about 740 stores, often with multiple technicians per store, and our top priority is ensuring that every step we take is focused on the customer. We care that consumers walking through our doors feel confident and comfortable with the level of repair, the attention to detail, customer service, parts, quality and all of the other components that go into the repair. Tuning our caliber of service and working towards consistency has been our goal, not only for customers, but also the greater wireless industry.
Why is consistency of service important for the wireless industry?
Danyelle Kukuk: If technicians are all taught to repair a phone using the same methodology then it’s easier to measure their quality and maybe find out—if something does go wrong—where it’s going wrong. The services provided by the industry are more consistent if there’s a set recipe or set of steps that are followed to ensure that everyone is doing the same thing and utilizing the same methodology. Our customers can feel confident, whether they’re consumers or an insurance customer, that if they go to a Batteries + Bulbs in L.A. or in Wisconsin or Florida, their phone will be repaired the same way at each location. I think that consistency is critical.
How did Batteries + Bulbs get involved with CTIA?
Danyelle Kukuk: Batteries + Bulbs is interested in CTIA because it is the forum where industry professionals come together to establish a common set of standards and goals that help improve performance and consumer confidence. Joining CTIA was attractive to us because it wasn’t just Batteries + Bulbs trying to make technicians better, it was the OEMs and other components of the industry who also had a stake in meeting the expectations of end consumers. We saw value in being able to sit in the room together and working toward a common goal.
Why was it important for Batteries + Bulbs to add its voice to CTIA?
Danyelle Kukuk: CTIA helps facilitate the intra-industry dialogue where we discuss these issues and work on improving them for the entire spectrum from mobile operators and manufacturers to retailers and consumers. At Batteries + Bulbs, we want every consumer walking into our store to feel confident and comfortable with the level of repair, attention to detail, customer service, parts, quality and all of the components that go into the services we provide. We saw this as a great way to have consistency across not just our stores but across other retailers and other players in the industry as well.
By working together through CTIA, we raise the expectations of the wireless industry while propelling our industry forward. We are proud to be a member of CTIA.
This interview has been edited and shortened for clarity.