Isn't it ironic that a man who embodies the antithesis of loyalty thought he could transforms Sears' future through a loyalty program?
6 replies (most recent on top)
This wasn't a loyalty program. Loyalty is based on trust. The company continues to operate on a service model where noone cares about the customer. Too bad that the transformation didn't include changing customer service. They won't be able to be as efficient as Amazon. EVER.
Love it or hate it - Shop Your Way kept a lot of people employed over its lifetime. It just became too complicated to administer internally and a pain-in-the-a– to the cashiers. Save the company? Nothing can save a company from the grips of Eddie!
The check out process at the register became too complicated with all the questions and what not that a cashier had to ask a customer.....
Apparel purchases often became long drawn out processes, especially with alot of clothing in each purchase where the cashier had to fold and dehanger each piece, and then the barrage of questions about Sears card, do you have one, would you like to open one? Are you a shop your way member? Etc etc etc.
Good analysis.
Calling it a business would be extremely generous. Aren't businesses supposed to make money?
That was a data mining business. The irony is that Sears had a large loyal shopping family. SYW was too clunky. Huge lines at POS during 4 th quarter frustrated those loyal customers was the last nail, if you will. We had great hard line sales, soft lines meh. The death; sale of credit, lack of capital spending, lack of hip advertising, servicing other retailers appliances damaging the sales pitch, unclear return policy, cutting too deep in store closure, Stock buy back, poor moral due to Lampert’s management atmosphere, To name a few. But all of us on here know that.