eCommerce Blog

eCommerce Blog – Opportunities in US and India (by Darpan Munjal)

Sears – Winning the crowd by crowdsourcing?

Posted by Darpan Munjal On August - 16 - 2009
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It was about 5 years ago but I still remember when my refrigerator stopped working two days after I ordered it from Sears. It took me more than 8 phone calls to get the situation addressed. I remember calling different customer service hotlines and finally getting a resolution after contacting some internal departments. All this happened when I was working at Sears!! I shared my experience with the appropriate groups in the hopes that others wouldn’t have to go through similar frustration. However, at that moment, I couldn’t help but empathize with the situation of other customers who had no good means to “escalate” the issue within the appropriate internal departments. .

Fast forward 5 years – enter the connected world! I recently visited MySears.com and was amazed at the community involvement! Even though you see customers occasionally venting about product issues and their experiences, what is really impressive is that Sears has taken a bold step to let it all out in the open. They have provided an online platform where Customers are free to post their experiences. This is bold because it demonstrates leadership as well as compassion that Sears not only cares about listening to their customers, they are also not afraid of letting customers openly talk about their experiences online, however negative they might be. Interestingly, Read the rest of this entry »

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