BestMark News

Sears' rescue plan includes technology to improve customer service

Sears has a plan to rescue the company's sinking revenue and inspire customer satisfaction and loyalty. The department store chain recently hired a new CEO, Lou D’Ambrosio, who plans to leverage mobile technology for loyalty programs that can provide customers with an improved shopping experience.

"We are combining our massive retail assets with a set of technology platforms we are building to reshape and deepen our relationships with Shop Your Way Reward members - at the store, online, and in the home," said D’Ambrosio.

The company plans to mimic sales strategies at other high-end department stores, such as Nordstrom and Neiman Marcus. Luxury department store Neiman Marcus has introduced a mobile application for customers that belong to the company's loyalty rewards program, according to Store Front Back Talk. When users download it, they can check in as soon as they enter the store. Sales associates armed with mobile devices then receive notifications with a Facebook photo and that customer's transaction history, so they can greet them by name, the source reports.

Last year, Sears invested several hundred million dollars toward efforts including a program that will expedite the customers' purchases and returns, iPads for sales associates to register customers for the program, and sending customers information on appliances as a follow-up to in-store visits.