Sears (NASDAQ:SHLD) debuted a new e-commerce personalization service called Get Advice that enables Shop Your Way members to ask questions and receive answers about products and services.
With the Get Advice feature, Sears shoppers can post a question to the Shop Your Way online community and get answers to product questions from Sears in-store associates and other members. Members can also vote on the most helpful responses in the forums.
"We're using technology to virtually open the doors to Sears stores across the country giving our members access to the expertise of thousands of our associates," said Leena Munjal, SVP of member experience and integrated retail at Sears. "This level of interaction is another way we are integrating the digital and physical shopping experience—members can enjoy the advantage of getting great advice from the stores, plus engage the vast Shop Your Way community."
The Get Advice features joins another personalized option Sears unveiled in May 2013. The Member Assist lets Shop Your Way members communicate directly with associates in more than 400 stores nationwide through a dedicated website or mobile app. After logging in, they pick their favorite expert associate at the nearest Sears location and can ask product-related questions.
Sears' Shop Your Way loyalty program started in 2009 with a focus on earning points but now the company is now enhancing the program with digital upgrades and personalized incentives to better fit shoppers' needs.
The new Get Advice service could be a major win for Sears, as it attempts to reinvent failing stores. Sears said its fourth-quarter losses were $358 million and same-store sales at Sears dropped 7.8 percent. Sears continues to allocate resources to digital and omnichannel strategies in lieu of remodeling or updating physical stores.
-See this Sears press release
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