Sears App has a Personal Touch


Sears’ new iPhone App sets ambitious goals for customer service.

Personal Shopper (iTunes link) aims to put harried shoppers in touch with customer service in the easiest way possible. A busy shopper looking for one particular item can open the app, snap a photo of it (presumably from a catalog or website), and send it off to Sears Personal Shopper staff. The Personal Shoppers then track down the item (or the nearest option) in the Sears inventory, and put it aside for the customer, confirming via email or text message.

Personal Shoppers, being real paid employees, are available between 6am and midnight CST. They promise to have an item ready for in-store pickup within 5 minutes of confirming its availability (or the customer gets a gift card for their time). And if they don’t have an item available, they will try to help customers find other local retailers that do.

You may not have the manpower to offer something like this for your mall, but it may be something to keep in the back of your mind. We’re entering a decade where the lines between technology and reality will blur, and this might someday become the norm. And if you already offer personal shopping services, this might be a great way to snag some busy (or shy) shoppers.


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