Sears Hometown gives customers a voice

Hoffman Estates, Ill. - Sears Hometown and Outlet Stores Inc. is giving customers a voice via social media. The retailer is working with customer content marketing platform Yotpo to generate verified customer feedback in stores and online.



Sears Hometown is using Yotpo’s content marketing platform to generate and share reviews at the local store level, in addition to online. Yotpo’s platform offers customers the ability to publicly share their feedback on local store and online, with search engine optimization.



Store managers will review comments to discover ways they can improve the customer experience across channels, and verified content is made publicly available online. A Google Seller Rating implementation adds star ratings to searsoutlet.com’s Adwords campaign.



"At Sears Hometown and Outlet Stores, we strongly believe in the power of objective customer reviews and their impact on customer decisions,” said David Buckley, Sears Hometown and Outlet Stores’ chief marketing officer. “In the current retail landscape, it is important to bridge consumers’ needs for instant and on-demand service online with their desire to interact with products in-store before a purchase. With Yotpo, we were able to build a solution that helps generate authentic user content from real customers, and promote it where customers are seeking information before making in-store and online purchases."