Sears has chosen to innovate and offer a new experience for their customers: The company plans to host a marketplace on its website which will allow other merchants to leverage the Sears name to sell their products. The new marketplace increases the variety of products by nearly 12 million, which will help bargain hunters compare and select from a wide variety of items.
Sears Holdings is already the parent company of many brands, including Kmart, Land's End, Craftsman, and more. To help shoppers navigate, Sears says it will introduce a personal shopping experience which will connect customers with a sales agent to locate desired products, which will be ready for pickup at a Sears store -- all within 5 minutes, or the customer receives a $5 gift card. Customers will be able to reach an agent by phone, email, or live chat on Sears.com.
Personal (an in-person) shopping agents do well at stores like Nordstrom that cater to the enhancing the customer's experience. Personal shopping agents, however, could bottleneck the online shopping experience at Sears.
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