Brands are faced with a tricky situation. Most consumers want a customer experience that is convenient, relevant and simple, which is exactly what digital and online shopping provides. However, consumers also often want that “human” touch, to be individually engaged and to have their needs and concerns addressed on a more personnel level. This type of customer engagement is more attuned to the in-store experience.
So far, it has been difficult for brands to bridge that gap between the digital online and in-store customer experience. However, Sears believes it may have found a way to offer consumers the best of both worlds.
To this end, Sears is introducing “Meet With An Expert,” which promises to give online shoppers the chance to personally consult with home appliance experts.
Not only is the service free, it will provide a “first-of-its-kind” customer experience connecting knowledgeable in-store associates with consumers who may need more assistance. Since most consumers already conduct extensive research before purchasing any major appliance, Sears believes that this is a way to perfectly engage with a high degree of personalization, while also simplifying the process.
“Choosing an appliance is a big decision, involving many options,” said Leena Munjal, Sears Senior VP of Customer Experience and Integrated Retail. “Meet With An Expert gives our members a personalized experience that builds on the research they've already done online. Our knowledgeable associate will know the appliances our member is interested in and offer advice specific to their needs.”
Meet With An Expert works through Sears.com. When a consumer finds an appliance that they are potentially interested in the can simply click the “Meet with an expert in our store” link. After that, they can select a convenient time to schedule an appointment. The Sears Expert will then answer any and all questions, help compare models, and highlight a wide range of product features.
This new initiative is only the latest in a long line of services that Sears has launched to improve the customer experience.
Other convenient and timesaving integrated retail and customer engagement options include in-vehicle pickup, and “Return and Exchange in Five,” which was also once called an industry “game-changer.”
Currently, Meet With An Expert is now available for home appliance categories. This includes most top brand refrigerators, washers and dryers, stoves, microwaves, dishwashers, vacuums, and small kitchen appliances.